Software Support Analyst

Software Support Analyst 

ABOUT US 

Infigo is a leader in innovative e-commerce solutions for print and marketing; we have over ten years of experience helping clients maximise their brand opportunities and advance their businesses into new markets.

With our Infigo suite of products, we enable businesses such as HP, Top Trumps and Hershey’s to convey their brand in the most effective way to generate new revenue opportunities.

THE ROLE 

Would you be interested in working in a business which values the work-life balance of its employees and promotes flexible remote working?  

Are you looking for personal and professional development in a business which has disrupted and innovated an industry? 

Then maybe you would like to join us at Infigo.  

The Software Support team is looking to hire a new Software Support Analyst to assist our global client base using our web-to-print SAAS software and be a resource to our internal teams.  

KEY DUTIES AND RESPONSIBILITIES 

• Serve as the initial point of contact for customers, utilizing Zendesk to provide prompt and knowledgeable technical support, issue resolution, and guidance.
• Conduct thorough analysis and diagnosis of technical issues reported by customers, offering clear and concise explanations while working towards swift resolutions.
• Provide customers with guidance and resources for self-help, contributing to their understanding of our products or services and empowering them to resolve common issues independently.
• Maintain clear and proactive communication with customers, updating them on the status of their technical issues, resolutions, and any additional steps required.
• Champion the product and the brand by developing knowledge of the solution, whilst being a key player in driving solution improvements based on experience and insight gain from customers.
• Embody what it is to be a team player by proactively helping others, working towards a common goal, understand Infigo’s vision and contribute thoughts and ideas.
• Be an effective communicator and being willing to use call customers and arrange meetings, as well as showing good written communication skills via Zendesk.
• Stay updated on product features, technical advancements, and best practices to enhance technical knowledge and provide informed support to customers.
• Collaborate with internal technical teams to escalate and resolve complex technical issues, ensuring a seamless transition between first-line support and specialised technical expertise.
• Demonstrate expertise in utilising Zendesk tools and features, efficiently managing customer interactions, tickets, and escalations to ensure a streamlined support process.

SKILLS AND EXPERIENCE NEEDED 

• Previous experience in providing 1st line support for bespoke software, ideally SAAS-based.
• A history of helping B2B customers by understanding and dissecting complex issues, including explaining solutions to technical and non-technical customers.

WHAT YOU GET IN RETURN 

• You will work for a forward thinking, fun and friendly organisation which promotes Innovation, Accountability and Customer Focus as a few of their company values.
• A substantial salary which fairly reflects your role and experience.
• A flexible, remote-first culture.
• A positively supported healthy work / life balance, working 4 day weeks at full pay.
• Professional and personal development with all manner of progression opportunities as you grow with the growing business
• Trust and support. We will show you how to do what you need to do, give you ownership of your role and then support you however we can to be the best version of yourself.