Junior Technical Support Analyst

Customer Support @ hyperexponential

The Customer Support team at hyperexponential is committed to delivering outstanding support to our customers. In this role, you'll take on a range of responsibilities to ensure that our customers' needs are met and their issues are resolved efficiently. We are looking for an individual who can be part of our journey to create a world class support function as we scale our customer base & serviceable geos next year and beyond.

Mission:

At hyperexponential, we're on a mission to provide exceptional customer support and service. We understand that our customers are at the heart of our business, and we're dedicated to delivering a world-class experience that exceeds their expectations. As a Junior Technical Support Analyst, you'll play a crucial role in ensuring our customers receive top-notch support and assistance at every touchpoint in their journey with us.

Key Responsibilities:

• Jira Service Desk Management: Utilise our Jira Service Desk to manage and streamline customer support requests, providing timely and accurate responses, working closely with our technology and model support teams to provide resolutions.

• Technical Knowledge: Develop a passion for and in-depth understanding of our SaaS platform to effectively assist customers and provide valuable insights to the product development team.

• Customer Advocacy: Act as a customer advocate within the organisation, communicating customer feedback and insights to relevant teams for continuous improvement.

• On-Call Support: Be part of our on call out of hours and over weekends support rota. Helping ensure efficient and effective handling of urgent customer issues outside of our core hours.

• Change Management: Supporting with high-risk or out-of-hours customer changes, to help ensuring a smooth and controlled process with effective and appropriate client communication.

• Documentation & reporting: Create and help maintain clear and comprehensive documentation for troubleshooting guides, and FAQs.

• Process Optimisation: Help identify opportunities to improve the efficiency and effectiveness of support processes and workflows, with the goal of ensuring timely and effective issue resolution.

Persona:

As the ideal candidate for this role, you'll embody the following characteristics:

• An enthusiastic individual who is passionate about delivering exceptional customer support.

• Reflects the company's values and is empathetic, organised, and a strong communicator.

• Highly organised with a knack for problem-solving and a drive to improve processes.

• A team player with the ability to work effectively with others across the organisation.

• Persistent and confident in approach, always striving for excellence.

Required experience & skills:

• 1-2 years of experience in a technical support role would be ideal or technical degree level education

• Excellent analytical and problem-solving skills.

• Strong communication and interpersonal skills.

• A proven understanding of technical concepts and the drive to continue learning.

• A dedication to delivering top-quality customer outcomes.

• Familiarity with customer support tools and software, including Jira Service Desk or similar tools is a bonus.

• An awareness of cloud based infrastructure and some of the challenges vs. more traditional physical infrastructure.

• A desire to level up, we will do everything we can to help you get to where you want to go – we value anyone passionate about mentoring and helping their colleagues in the process.

• A self-starting attitude: you enjoy managing your own time and work, within a tight-knit, high-pressure but high-support environment. You proactively drive your own personal development and stay up-to-date with the latest industry trends and challenges.

What We Offer:

• Competitive salary + very staff-friendly share options

• £5,000 for individual and group training and conference budget

• 25 days’ holiday plus 8 bank holiday days (33 in total)

• Company pension scheme via Penfold

• Mental health and therapy provision via Spectrum Life

• Individual wellbeing allowance via Juno

• Private healthcare insurance through AXA

• Top-spec equipment (laptop, screens, mechanical keyboards, etc)

• Regular remote hackathons, lunch & learns, socials and games nights

• Team lunches, snacks, drinks fridge, fun office @ The Ministry

• Huge opportunity for personal development and mastery as we grow together!

• Access to resources and tools to excel in your role.

• The chance to make a significant impact on our customer support operations.

What’s next?

• Initial call with our Talent team to begin the process.

• In-depth interview with your future manager.

• Skills assessment and scenario-based interview.

• Values interview

• We offer!

Check out our blog at https://www.hyperexponential.com/blog

Please note that background checks will be conducted as part of the hiring process to ensure compliance with our governance policies. We handle all background checks sensitively and in full compliance with relevant regulations. All applicant data will be processed in accordance with data protection regulations and our privacy policy.