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Online Software Support Analyst - Web Platform Support Analyst

Online Software Support Analyst - Web Support Analyst - Online Support Analyst - E-commerce Support Analyst - Platform Support Analyst - Web Helpdesk Support - Web 1st Line Support - Web Service Desk Analyst - Web Support Specialist - Customer Support - Live Chat Support - 1st Line Web Support - “live chat” - Customer on boarding - customer engagement - Excel - Online Software Support - Horley , Surrey , Fast-growing technology-based company - Paying up to £25k + bens + career growth.


I am looking for an Online Software Analyst - Web Support Analyst - Web Helpdesk Support - Web 1st Line Support to join an in house product team who will be able to provide customer support, customer engagement and customer onboarding, to manage and report on queries and proactively engage with users to enrich the customer's experience.


Key Responsibilities for this Online Software Support Analyst - Web Support Analyst will be:



  • To provide ongoing support to all platform users, and manage any resulting queries including escalating and liaising with other teams where required.

  • Understand the user's onboarding experience and identify opportunities for improvement and develop ongoing monitoring.

  • Engage with customers at the agreed points, via email and phone.

    This may include determining the customers' goals and objectives, assisting with parameter set up, supporting the customer in optimising site tree configuration, establishing any training requirements, delivering basic training and helping the customers to run the most suitable reports to meet their needs.

  • Work with product management and relevant stakeholders in sales and software engineering to consider new processes to address recurring issues around platform set up and optimisation.

    Work with other teams to address recurring issues indirectly impacting the user journey.


I am looking for a Platform Support Analyst - Web 1st Line Support Analyst - Online Service Desk Analyst who has the following experience



  • Previously worked in an Online Software Support - Web Support Analyst role

  • Excellent customer service and support over the telephone

  • Experience of giving support over ‘live'chat'.


  • Some Hardware support experience

  • Work with customers as well as colleagues to determine customer requirements/needs,

  • Apply an analytical process to drill down into requirements and come up with solutions, and work with the team to develop improvements to internal processes and problem solving to address re-occurring issues.

  • Intermediate to advanced Excel skills


My client who are a fast growing technology-based company based in Horley, Surrey and are within walking distance of the main railway station and are looking to reward this Online Support Analyst - Web Support Analyst a salary of up to £25K + Bens.


If you come from a solid Customer services background who has experience of providing 1st Line software Support along with ideally “live chat experience then I would like to see your CV now!