Support Analyst

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POSITION INFO:
Location: Remote Employment Type: Full-Time Industry: SaaS | Software | Customer Support WatersEdge Solutions is partnering with an innovative software business to recruit an enthusiastic Support Analyst . This is an excellent opportunity for an entry-level professional looking to launch a career in SaaS and customer support. If you enjoy solving problems, helping customers, and learning new technologies in a fast-paced environment, this role offers the ideal platform to build your career. About the Role As a Support Analyst, you will serve as the first point of contact for customers, assisting them via phone, email, and helpdesk tickets. You'll troubleshoot technical issues, provide timely solutions, document customer interactions, and collaborate with internal teams to ensure an exceptional customer experience. This role is ideal for someone with strong communication skills, a customer-first mindset, and the ability to manage multiple priorities in a dynamic support environment. Key Responsibilities Respond to customer enquiries via phone, email, and helpdesk tickets Manage and prioritise multiple support tickets simultaneously Troubleshoot customer issues and resolve first-line support queries Escalate complex technical issues to the appropriate internal teams Accurately document customer interactions, issues, and resolutions Maintain and contribute to the internal Knowledge Base Collaborate with cross-functional teams to resolve customer issues Follow up with customers to ensure successful resolution and satisfaction Deliver professional, customer-focused support across all interactions What You'll Bring Excellent written and verbal communication skills Strong problem-solving ability with a proactive approach Ability to work independently with minimal supervision Comfortable managing multiple tasks and support tickets simultaneously Customer-first mindset with patience and professionalism Strong organisational and time-management skills Ability to thrive in a fast-paced environment Reliable internet connection and a quiet home workspace for remote work Nice to Have Experience with CRM administration Familiarity with databases or database concepts Experience using ticketing systems such as Zendesk, Freshdesk, Jira Service Management, or similar Previous customer support or technical support experience Exposure to SaaS or software environments What's On Offer Fully remote working opportunity Excellent entry point into the SaaS and software industry Supportive and collaborative team environment Opportunity to develop technical troubleshooting and customer support skills Exposure to modern customer support tools and technologies Ongoing learning and career development opportunities Company Culture Our client values curiosity, collaboration, and exceptional customer service. The team is committed to creating positive customer experiences while fostering an environment where employees are encouraged to learn, take ownership, and grow their skills. This is an ideal opportunity for someone who enjoys helping people, solving problems, and building a long-term career in technology support. Please Note: If you have not been contacted within 10 working days, consider your application unsuccessful.