Technical Support Analyst

Salary: £25,750 - 28,500 per year

Requirements:

• Experience working in customer, software, application or technical support.
• Experience using a ticketing or support system.
• Working knowledge of HTML and CSS.
• Some knowledge of Microsoft SQL Server and SQL.
• Good technical troubleshooting and problem-solving skills.
• Confidence communicating with customers by telephone, email and online meetings.
• The ability to explain software and technical concepts clearly.
• Strong organisation and attention to detail.
• The ability to work under pressure and manage changing priorities.
• A willingness to continually learn and develop technical knowledge.
• Experience delivering software training, writing support documentation or testing software would be an advantage.
• Full-time, 100% office-based position at our Bridgend head office.
• Ability to commute or relocate to our Bridgend location before starting work.
• Work authorisation in the United Kingdom.

Responsibilities:

• Responding to customer support tickets, emails and telephone calls.
• Managing and prioritising tickets to ensure customer SLAs are met.
• Taking ownership of tickets from initial contact through to resolution.
• Troubleshooting and investigating software, configuration and data issues.
• Using Microsoft SQL Server and SQL to query and investigate data.
• Making minor HTML and CSS changes.
• Completing product and data imports.
• Configuring agents and other areas of our platform.
• Reproducing reported problems and investigating their cause.
• Proactively finding solutions and resolving issues within the support team wherever possible.
• Escalating genuine development issues with clear reproduction steps, evidence and investigation details.
• Working with developers where more complex technical input is required.
• Testing fixes and confirming that the original issue has been resolved before closing a ticket.
• Keeping customers informed throughout the lifecycle of their ticket.
• Delivering customer training on different areas of our platform.
• Creating and updating customer support guides and documentation.
• Helping customers understand how to use our platform more effectively.
• Identifying recurring issues and opportunities to prevent future support requests.

Technologies:

• CSS
• Support
• SQL

More:

We are Comgem, a growing UK software company providing B2B ecommerce and back-office technology to businesses across the UK. As our customer base grows, we are expanding our support team and looking for a Technical Support Analyst who enjoys solving problems, learning technology and helping customers get the most from our platform. This is a varied, hands-on role with exposure to customers, software, data, testing, training and technical troubleshooting. You will join a growing support team, work closely with our customers and the people who develop our platform, and have the opportunity to build your technical knowledge and develop your career. This is a full-time, 100% office-based position at our Bridgend head office.

last updated 38 week of 2026