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. Youll 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 Youll 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.

Whats 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.