Website Support Analyst

We’re delighted to be supporting a very well-established eCommerce and technology services business within the music and entertainment sectors. They have a formidable, international client base and a values-driven and supportive company culture that is second to none. Due to exciting company growth, they are looking for a talented Web Support Analyst to join the team.

• 1-2 years of experience in a technical support, administration or hybrid role is ideal.
• Experience using ticketing systems (e.g. Zendesk, Jira or similar).
• Experience working with Shopify, Word Press, or other CMS platforms.
• Basic understanding of website structure (pages, navigation, content management).
• Familiarity with common web terminology (DNS, hosting, domains, SSL).
• Experience supporting clients in a service-based environment.
• Strong organisational and administrative skills.
• Excellent written and verbal communication skills.
• Ability to prioritise and manage multiple tasks simultaneously.
• Confident using online systems, dashboards, and web-based tools.

The Support Analyst role is primarily to ensure the smooth day-to-day running of client support operations and assist with routine platform maintenance tasks. You will be the first point of contact for client support queries, focusing on ticket triage, basic troubleshooting, coordination of technical escalations, and administrative assistance for the wider support and development teams. You’ll help maintain platforms through routine checks, updates, documentation, and coordination of fixes.

Other duties will include (following training) co-ordinating plugin and theme updates, supporting SSL, DNS and hosting related requests and performing routine website checks and health monitoring tasks. There will be opportunities to assist with quality assurance and testing activities, testing bug fixes, new features etc and maintaining accurate records, ticket queues and reporting.

There’s a competitive salary (up to £30K) plus private healthcare, 25 days holiday plus bank holidays, opportunity to work abroad 4 weeks per year, employee assistance program, budget for training courses, life insurance, enhanced maternity leave and more. You will be working with a progressive tech stack and team on exciting challenges in a collaborative, supportive and ambitious team environment.

If this role sounds like it could be your next career move, please send in your CV ASAP.