Product Support Analyst

Product Support Analyst

Location:

Chelmsford, Essex (Hybrid – 1 day per week onsite, remainder remote)
Salary:
Up to £25,000

Reed Technology are working with an organisation who are looking to grow their dynamic team! As a Product Support Analyst, you’ll work with cutting‑edge technology platforms within the London Market Insurance sector, gaining valuable experience to build a successful IT career. This role combines technical problem‑solving with customer service, supporting an insurance claims platform and delivering exceptional user experiences.

• Provide first‑line application support via phone, email, and ITSM tools, ensuring timely resolution within agreed SLAs.
• Troubleshoot a wide range of issues, from password resets and system guidance to more complex queries, including API‑related problems.
• Triage and prioritise service requests and incidents, balancing routine tasks with advanced application queries.
• Support onboarding activities, including account setup and access permissions.
• Deliver excellent customer service through clear communication and professionalism.
• Collaborate with team members and escalated issues when necessary.
• Maintain and enhance knowledge base documentation for recurring queries.
• Build familiarity with the low‑code platform to assist in troubleshooting and provide informed context for escalations.
• Act as a subject matter expert (SME) for the system, developing core knowledge of its functionality and processes.

• Strong communication and interpersonal skills
• Genuine interest in IT and technology
• Problem‑solving mindset and attention to detail
• Ability to work well under pressure and manage multiple priorities
• Proactive attitude and willingness to learn

We’re looking for someone passionate about technology, eager to learn, and ready to take their first step into a tech career. You may be a school leaver or recent graduate with a technology‑related qualification (e.g., IT, Computer Science).

If the above details sound of interest to you, and you are keen to find out more, apply using the link provided