Do you enjoy solving intricate problems, analysing device data, and working closely with customers to deliver exceptional technical support?
We’re looking for a Graduate / Entry-Level Customer Support Analyst to join a client of ours in the smart energy industry. This role is ideal for an analytical electronics graduate (or similar STEM field) or someone from a technical customer support background who wants to deeply understand physical hardware and data systems, rather than general IT helpdesk networks.
Considered an entry-level position within the company, it offers clear pathways for professional development and career growth.
Job Title: Customer Support Analyst
Salary: Up to £32,000 per annum
Hours: Monday to Friday
Location: Basingstoke (Hybrid – 2 days in the office, 3 days remote)
Type: Full-time, Permanent
Key Responsibilities
- Technical Support & Engagement: Act as a core technical point of contact for UK customers, providing responsive, customer-focused support across product lines.
- Incident Ownership: Own customer incidents and technical queries from initial engagement through to resolution, ensuring clear communication and alignment with agreed SLAs.
- Data & Log Analysis: Collect, analyse, and interpret logs, device data, and customer feedback to pinpoint root causes and troubleshoot firmware or hardware performance issues.
- Relationship Management: Build strong customer relationships through regular communication, technical discussions, and lab or on-site configuration and deployment support where required.
- Testing & Escalation: Coordinate the preparation of product samples for testing, guide customers through test assurance phases, and manage escalations.
- Customer Training: Lead and deliver customer training sessions to enable successful product onboarding, operational adoption, and long-term client success.
- Continuous Improvement: Build and maintain a shared knowledge base of customer issues, reporting trends to internal teams to drive physical product improvements.
The Successful Candidate
- Educational Background: Ideally a graduate or equivalent with an interest in Engineering/ Analytics or with exceptional Customer skills.
- Technical Experience: Previous experience in technical customer support relating to software, electrical goods, engineering hardware, or embedded devices is highly advantageous.
- Data Literacy: High computer literacy and advanced Excel skills are strongly preferred for managing, filtering, and diagnosing device metrics and production deployment data.
- Pure Tech Support Mindset: A clear understanding that this position is focused on hardware, engineering systems, and energy sector utilities, not standard corporate IT support or office network helpdesks.
- Problem Solver: A nuts-and-bolts analytical mindset with strong problem-solving skills and the ability to systematically trace issues back to their root cause.
- Strong Communicator: Excellent written and verbal communication skills, with the confidence to lead presentations and translate technical concepts to external clients.
#J-18808-Ljbffr…