Role Title: Customer Support Analyst

Salary: £32,500

Location – Hybrid / Bedfordshire

Role Summary:

The Customer Support Analyst will serve as the first point of contact for customer enquiries and play a vital role in ensuring a seamless experience for users of Niños Tech systems. The role is responsible for onboarding new clients, responding to support requests, and resolving customer issues promptly and professionally, while upholding the highest standards of service delivery.

This role combines technical knowledge with exceptional customer service. The successful candidate will work closely with internal teams including product, development, and operations to ensure all customer issues are logged, investigated, and resolved within agreed timelines. A key part of the role involves translating complex technical concepts into simple, user-friendly language to assist clients with varying levels of technical proficiency.

The Customer Support Analyst will also contribute to maintaining documentation, improving support processes, and driving customer satisfaction through proactive communication and problem-solving.

Key Responsibilities:

•Act as the primary point of contact for customer enquiries via email, phone, and chat, providing timely and effective support.

•Guide and onboard new customers onto Niños Tech systems, ensuring a smooth and supportive start to their user journey.

•Troubleshoot customer issues and escalate complex problems to relevant internal teams where necessary.

•Accurately log, track, and manage customer support tickets through to resolution, maintaining clear communication throughout.

•Collaborate with cross-functional teams to ensure customer feedback is communicated and improvements are implemented.

•Maintain and update support documentation, FAQs, and knowledge base articles.

•Identify trends in customer issues to help improve products, processes, or training materials.

•Monitor service level agreements (SLAs) and ensure timely follow-up on all open tickets.

•Support training and awareness sessions for clients where needed.

•Uphold a positive and empathetic attitude toward customers, ensuring satisfaction and loyalty.

Skills & Experience Required:

•Proven experience in a customer support, helpdesk, or client-facing technical role.

•Strong understanding of technology and an ability to explain technical systems to non-technical users.

•Excellent communication and interpersonal skills with a customer-first mindset.

•Organised and detail-oriented, with strong problem-solving abilities.

•Experience using ticketing systems and CRM tools such as Zendesk, Freshdesk, or HubSpot.

•Ability to multitask, prioritise work, and manage time effectively in a fast-paced environment.

•A collaborative team player who can work effectively across departments.

•Enthusiastic about learning new technologies and continuously improving the customer experience.

•Ideally educated to degree level or with equivalent professional experience.

TO APPLY: Send CV and Cover letter to info@ninosglobaltech.com