Support and Testing Analyst

We are seeking a highly motivated and customer-centric individual to join our growing team as a Support and Testing Analyst. This role offers a unique opportunity to contribute to both customer satisfaction and product quality. You will dedicate 50% of your time to providing exceptional support to our valued customers, ensuring their technical issues are resolved efficiently and effectively. The other 50% of your time will be focused on software testing, where you will play a key role in ensuring the quality and reliability of our products.

Responsibilities:
- Draft initial responses to customer enquiries received via various channels (e.g., email, chat, support portal).
- Triage incoming support tickets, categorise them based on urgency and nature, and assign them to the appropriate team members.
- Monitor the progress of support tickets and ensure timely resolution.
- Take ownership of customer issues and see them through to completion.
- Verify that implemented solutions effectively address customer queries.
- Review and update support documentation to ensure it remains accurate and comprehensive.
- Collaborate with developers to understand bug fixes and provide clear, concise information to the team for effective issue reproduction.
- Deliver exceptional customer service and build strong customer relationships.
- Communicate technical information in a clear and straightforward manner, ensuring customer comprehension.
- Create and document comprehensive use cases for new features and existing functionality.
- Develop and maintain clear and concise testing documentation.
- Execute test cases and report any defects or issues encountered.
- Contribute to the development of automated tests

Qualifications:

• Essential:
o Proven experience in a customer service role, ideally within a technical support environment.
o Excellent written and verbal communication skills (using GB-English) with the ability to explain complex concepts clearly.
o Strong problem-solving and analytical skills.
o Ability to work independently and as part of a team.
o Availability to work during UK business hours.
o Experience with creating and documenting test cases.

• Desirable:
o Experience with Zendesk or similar support ticketing systems.
o Familiarity with Azure DevOps.
o Experience of automated testing

To Apply:
Please send your CV and a short video (no more than 2 minutes). In your video, tell us what makes you the ideal candidate to provide exceptional support to our customers and contribute to our testing efforts. As part of your covering letter please confirm your availability, notice period and outline your salary expectations.