Tier 1 Support Analyst

About the Role: I am looking for a proactive and customer-focused Tier 1 Support Analyst to join my clients team. This role has arisen due to an internal move and will be central to ensuring smooth customer support operations and training assistance. You’ll be the first point of contact for customer support queries, managing tickets via Zendesk and escalating to Tier 2 teams through Azure DevOps. The ideal candidate will be confident in handling customer interactions — including those under pressure — and will bring empathy, professionalism, and problem-solving skills to every conversation.Key Responsibilities:

• Respond to and manage incoming customer support tickets via Zendesk.
• Escalate technical issues to Tier 2 teams using Azure DevOps.
• Provide training support and guidance to customers.
• Maintain high levels of customer satisfaction through timely and empathetic communication.
• Collaborate with internal teams to ensure smooth resolution of issues.
• Document support processes and contribute to knowledge base articles.

What I'm looking for:

• Experience in a customer-facing support role, ideally within a tech or SaaS environment.
• Familiarity with Zendesk and Azure DevOps is highly desirable.
• Strong communication skills, especially in high-pressure or sensitive situations.
• Ability to manage multiple tasks and prioritise effectively.
• A team player with a positive attitude and a commitment to continuous improvement.

Why work here:

• Be part of a supportive and collaborative team.
• Opportunity to grow within a dynamic and evolving organisation.
• Work with modern tools and contribute to meaningful customer experiences.