Senior Analyst, Customer Support

The Opportunity

A Customer Support Analyst is responsible for day‑to‑day front line client support activities such as answering general questions about the client’s solution, troubleshooting system issues, providing basic user training, and assisting with technical questions/issues. The analyst will also seek to understand the client’s business needs and collaborate within the organization to provide high quality customer support solutions while representing the client’s needs.

• This role supports a Royal Air Force (RAF) contract and requires the successful candidate to attend an RAF site or base a minimum of 2–3 days per week.
• Ability to obtain and maintain UK Developed Vetting (DV) security clearance is mandatory. The successful candidate must be eligible for DV clearance and pass clearance within 6 months of employment.
• Continued employment in this role is contingent upon maintaining the required level of security clearance.
• Provide high quality customer support to software clients via phone and email.
• Identify, troubleshoot, and resolve technical software issues.
• Lead conference calls during the troubleshooting process with clients.
• Document all client and internal interactions within the Customer Support Ticket Tracking System.
• Use effective written and verbal communication with clients, colleagues, and partners.
• Communicate and/or escape with internal departments to resolve client issues quickly.
• Manage multiple priorities and deliver timely and accurate client feedback.
• Demonstrate strong active listening and follow‑up skills.
• Navigate through multiple systems without assistance.
• Convey a professional and friendly approach while displaying honesty and integrity.
• Travel to client sites as needed.

• Strong customer service and communication skills.
• Ability to work with a team as well as self‑start and independently initiate new opportunities.
• Ability to exercise sound judgment and strong problem‑solving skills.
• Ability to deliver highly technical information to less technical individuals.
• Working knowledge of Microsoft Office tools is preferred.
• Knowledge of RMIS, GRC, healthcare industries is preferred.
• Salesforce experience, Salesforce Trailhead experience and/or Salesforce certifications are preferred.
• Experience using Jira is preferred.

• Degree in a software or technical field of study.
• Training in Computer Science and Engineering, Computer Applications, Management of Information Systems, or Information Technology.