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Software Customer Support Analyst

United Kingdom Employment contract 12.24 GBP / Hour · Job Posted March 26, 2026
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Job Description

We are looking for a Software Customer Support Analyst to join our team here at Ventrica. In this role, you will serve as the first point of contact for troubleshooting and resolving technical issues related to software products. You'll work closely with end users, technical teams, and stakeholders to ensure smooth software functionality and excellent user experiences whilst demonstrating excellent customer service. You will be joining a team that leads the property technology industry, supporting millions of users in discovering, buying, selling, and renting homes. Together, the focus is on making moving simpler, more transparent, and stress-free through innovative software and exceptional service.

Job Responsibility

  • Respond to support requests via email, phone, or ticketing system
  • Diagnose, troubleshoot, and resolve technical software issues
  • Escalate complex cases to the relevant technical teams
  • Provide clear, step-by-step guidance to non-technical users
  • Build strong customer relationships
  • Collect and analyse user feedback
  • Prioritise based on internal Service Level Agreement and KPIs
  • Monitor system performance and report anomalies
  • Contribute to the development of FAQs, knowledge bases and user guides
  • Work with cross-functional teams
  • Participate in regular training
  • Identify patterns in recurring issues
  • Contribute to team projects
  • Adhere to GDPR and other relevant legislation

Requirements

  • Familiarity with web-based software, CRM systems, and ticketing platforms (e.g., Zendesk, Jira, Google Suite and Microsoft Office)
  • Basic understanding of APIs, databases and software integrations
  • Excellent verbal and written communication skills
  • Customer-focused mindset
  • Strong analytical and troubleshooting skills
  • Ability to manage and prioritize multiple tasks effectively
  • Experience in a software support or similar technical role (1-2 years minimum preferred)
  • Previous experience in real estate, SaaS, or property technology sectors
  • Experience with HTML coding
  • A degree in Computer Science, IT, or a related field

Nice to have

  • Previous experience in real estate, SaaS, or property technology sectors
  • Experience with HTML coding
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