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Associate Product Support Analyst

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Xelix

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Location:
United Kingdom, London

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

35000.00 - 40000.00 GBP / Year
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Job Description:

The Support Analyst assists customers with addressing any issues they have with the Xelix platform. They are responsible for reviewing tickets raised by the customers and resolving them in an expedient manner. This is an exciting role working that collaborates regularly with numerous other functions within the company, like Customer Support. Professional Services, Product and Engineering. The role is critical in ensuring that any customers of Xelix are able to use the platform as designed. The ability to trouble-shoot and resolve technical issues is a key element of the role.

Job Responsibility:

  • Proactively handle technical and non-technical customer queries, providing efficient and effective solutions
  • Gain in-depth knowledge of our product and roadmap to serve as an expert advisor to customers
  • Represent the customer’s voice within the company, collaborating with Product and Commercial teams to influence product priorities and improvements
  • Coordinate with the Customer Success Team on customer risks and issues, ensuring alignment on key concerns
  • Maintain and update the knowledge base with new product information
  • Manage and organise the support inbox, ensuring timely responses and adherence to SLAs and OKR targets for customer satisfaction
  • Checking the data logs to proactively highlight any issues with Live customers usage of the platform
  • Assisting the Support team members with any error resolution on customer files or platform
  • Supporting Implementation & Customer Success teams in addition of new Data Files / Systems for existing customers
  • Supporting ad-hoc queries from Customer Success teams on platform behaviour

Requirements:

  • At least 1 year of experience in a customer facing role, ideally within the SaaS or tech industry
  • Background in support, accounting, or accounts payable is preferable but not required
  • Strong time management and prioritisation skills
  • Thrives in a fast-paced environment
  • Customer-first approach
  • Quick to learn new technologies, product features, and processes
  • Strong analytical and problem-solving skills
  • Python proficiency is mandatory
  • Clear, direct, and precise verbal and written communication
  • Proactively troubleshoots and resolves customer issues
  • Bachelor’s degree or equivalent experience, preferably in a related field

Nice to have:

Experience in customer support, accounting or accounts payable

What we offer:
  • 27 days of annual leave (including 3 days Christmas closing) which increases up to 3 days based on tenure, with the option to roll over, buy or sell up to 3 days
  • Hybrid working with two days a week from our dog-friendly Hoxton office
  • On-site gym and cycle to work scheme
  • Employee discount at over 100 retailers
  • Comprehensive private medical & dental cover with Vitality
  • Enhanced parental leave pay
  • Learning & development culture – £1,000 personal annual budget
  • We’re carbon-neutral and are working towards ambitious carbon reduction goals
  • Lots of team socials & activities
  • Annual team retreat

Additional Information:

Job Posted:
December 13, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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