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Support Analyst - Customer Advisor

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360 Resourcing Solutions

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Location:
United Kingdom

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

12.24 GBP / Hour
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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, ensuring timely resolution of issues
  • Diagnose, troubleshoot, and resolve technical software issues related to Alto Software Groups applications and platforms
  • Escalate complex cases to the relevant technical teams when necessary, ensuring all details are documented
  • Provide clear, step-by-step guidance to non-technical users
  • Build strong customer relationships through effective communication and a proactive approach to resolving issues
  • Collect and analyse user feedback to suggest improvements in software features
  • Prioritise based on internal Service Level Agreement and KPIs
  • Monitor system performance and report anomalies or outages to the appropriate teams
  • Contribute to the development of FAQs, knowledge bases and user guides
  • Work with cross-functional teams (engineering, product, customer service) to improve system performance and usability
  • Participate in regular training and keep updated on new software features and system updates
  • Identify patterns in recurring issues and collaborate on permanent fixes
  • Contribute to team projects aimed at improving support efficiency
  • Adhere to GDPR and other relevant legislation and guidelines

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 is advantageous
  • Excellent verbal and written communication skills with the ability to simplify technical concepts
  • Customer-focused mindset with a friendly and professional demeanour
  • 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 is a plus
  • Experience with HTML coding is a plus
  • A degree in Computer Science, IT, or a related field
  • UK based only
  • Must have a Windows 11 compatible machine with Windows 11 24H2 or later, 8th Generation (or later) Intel i-Series processor or 3rd Gen (or later) AMD Ryzen processor, 16GB RAM Minimum, 15GB+ Free Storage Space
  • OR an Apple/macOS machine with macOS 14 (Sonoma) or later, 8GB RAM Minimum, 15GB+ Free Storage Space
  • Must have an Apple or Android smartphone equipped with either iOS 17.0 (or later) or Android 13.0 (or later)
  • Minimum internet speed: Ping ms Maximum 20ms, DOWNLOAD Mbps Minimum 20 MBps, UPLOAD Mbps Minimum 5Mbps

Nice to have:

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

Additional Information:

Job Posted:
February 16, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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