Job Summary
We are seeking a dedicated Support Analyst to join our dynamic team. The successful candidate will provide exceptional assistance to clients and internal teams, ensuring smooth communication and efficient problem resolution. This role offers an excellent opportunity for individuals with strong communication skills and a passion for delivering outstanding customer service. The Support Analyst will be responsible for managing various support tasks, analysing client needs, and contributing to the continuous improvement of our support services.
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- Job Type: Full-time
- Work Setting: Onsite
- Location: Manchester, England
- Salary: £31,000 a year
- Employer: XFDW Solutions
Duties
- Respond promptly and professionally to client enquiries via phone, email, or chat, demonstrating excellent phone etiquette and communication skills
- Perform accurate data entry to record support tickets, client information, and resolution details
- Analyse support issues to identify root causes and suggest appropriate solutions or escalation pathways
- Assist clients with technical or service-related problems, providing clear guidance and support in both English and Spanish (bilingual/multilingual capabilities are advantageous)
- Upsell additional products or services where appropriate, enhancing client satisfaction and business growth
- Collaborate with internal teams to resolve complex issues efficiently and effectively
- Maintain detailed records of support interactions and follow-up actions in the system
- Contribute to the development of support documentation and training materials to improve overall service quality
Skills
- Proven experience in data entry with high accuracy and attention to detail
- Bilingual proficiency in Spanish and English is highly desirable; strong communication skills in both languages are essential
- Excellent phone etiquette and interpersonal skills to build rapport with clients
- Strong analysis skills to assess issues critically and determine suitable solutions
- Ability to multitask effectively while maintaining organisation and professionalism
- Demonstrated upselling ability to promote relevant products or services naturally during support interactions
- Good understanding of technical concepts related to our services (training provided if necessary)
This role is ideal for proactive individuals who thrive in a fast-paced environment, possess excellent communication abilities, and are committed to delivering exceptional customer support.
Benefits:
- Employee stock ownership plan
- Language training provided
- UK visa sponsorship
- Work from home