Customer Support Analyst

Customer Support Analyst – Milton Keynes

Salary: £27,000 – £30,000

Our client is seeking a Customer Support Analyst to join their dynamic team, playing a key role in supporting and maintaining internal and external applications across multiple platforms and technologies. You’ll ensure exceptional service standards, using creativity and initiative to troubleshoot and resolve technical issues — including those that are business-critical.

This role suits someone who thrives in a fast-paced, customer-driven environment, with a balance of technical understanding and strong problem-solving skills.

Key Responsibilities:

• Manage and resolve logged support cases within agreed client and internal SLAs.
• Prioritise and coordinate customer support requests efficiently.
• Escalate complex issues promptly to appropriate technical teams.
• Maintain up-to-date and detailed client records in the Support System for full team visibility.
• Identify and raise potential SLA risks early to prevent delays or breaches.
• Accurately log email support queries into the Support System.
• Collaborate with Customer Experience Managers and Project Managers to provide updates on progress, risks, and resolutions.
• Keep clients informed throughout the support process with clear, timely communication.
• Ensure unresolved issues are escalated within SLA to maintain service continuity.

What You’ll Bring:

• Proven experience in customer service with a strong commitment to delivering excellent client experiences.
• Proactive and independent approach to work, with solid analytical and troubleshooting abilities.
• A foundational understanding of IT infrastructure and systems.
• Working knowledge of relational databases and experience with Microsoft SQL Server.
• A degree in Computer Science or a related discipline, or equivalent hands-on experience.

What’s on Offer:

• 25 days annual leave plus bank holidays, with extra days for long service.
• Two wellbeing days per year and a personal budget to spend quality time with someone important to you.
• Enhanced pension contributions to support your financial wellbeing.
• Two paid volunteering days each year for charitable or community initiatives.
• Salary sacrifice options including electric vehicle and cycle-to-work schemes.
• 24/7 access to an Employee Assistance Programme for confidential support.
• Annual full health check.
• A flexible benefits platform offering discounts, life assurance, and learning opportunities.
• A supportive, people-first culture focused on wellbeing and growth.
• Performance-related bonus recognising your contribution.
• Regular team and company-wide social events, with each department allocated its own budget.
• Opportunities to attend conferences, learning forums, and away days in the UK and abroad.