First Line Support Analyst

Ref: 3842| Posted: 9th Apr 2019

This vacancy is now closed

Support Analyst


Salary: £18,000 - £23,000/ Per annum (dependant on experience)

Location: Reading

Full – time: Monday to Friday 9-5:30pm (on call once every 4 weeks)                                                                       

The Company is a progressive, innovative and award-winning UK SaaS product vendor delivering transformational change through our unique customer engagement and automation platform.  We hold true to a clear vision to transform the accessibility, flexibility and usability of business applications, generally, and more specifically those that create optimised and engaged customer experiences.

We believe in agile and empowered users creating amazing customer engagement simply, in real time, across channels. Everything we do and every new product release accelerates this journey!

Our people and our culture reflect the core values of; innovation, progression, collaboration, enjoyment and respect. We have a common belief in the vision of both the product and the business and a commitment to deliver excellence as a norm!


Highly self-motivated individual who wants to learn from the best at the cutting edge of Cloud technology. The position is a Service Desk & Quality Assurance led role but one that allows opportunities into all other areas of this rapidly growing software business. These include Solutions Design, Configuration, Testing, Deployment and Development. Our software solution is a ‘World Class’ technology and therefore only the best and ambitious individuals should apply.


To provide 1st Line Software Support to an expanding client base and assist the business in the testing of software solutions.


  1. Take ownership of 1st Line technical support calls from a rapidly expanding external user customer base
  2. Adhere to and help improve support processes in order to work in a more efficient manner
  3. System testing of new software features and product enhancements to ensure they meet design specifications.
  4. Regression testing of new applications and existing software enhancements to identify any possible impacts caused by changes.
  5. Train and develop customers to utilise their system to maximum efficiency


  1. Analysis of design specifications in order to produce comprehensive test scripts and scenarios performed manually.
  2. Assist in the deployment of solutions with new customers
  3. Assist in unit and system testing of Software Solutions for new product releases
  4. Failure analysis and bug reporting



  • Knowledge & experience of database tools, such as SQL Server
  • Excellent communication and customer facing skills
  • Ability to work effectively both independently and as part of a team
  • An intellectual fast learner who can pick up new concepts and technologies quickly
  • Strong analytical mind with excellent troubleshooting skills and the ability to offer up alternative solutions to problems
  • Flexible to work shift rotations and out of hours support.
  • Own transportation


  • Advanced knowledge of SQL Server/T-SQL language, including optimised query writing, stored procedures and scripting
  • Knowledge in one or more web technologies and programming languages such as; Visual Studio 2003-2012, VB.Net, C#, ASP.NET, Windows Forms, Windows Services etc.
  • Experience in JavaScript
  • Experience of Contact Centres
  • CTI or Telephony exposure
  • Service Desk experience


22 days – raising every year until 25 days holiday is reached.

The C&D Group are acting as an employment agency in regards to this role