About This Career

Job Title: Customer Support Analyst (SOC-3132)

Location: London, United Kingdom

Salary: £36,000 - £39,000 per annum

Employment Type: Full-Time, Permanent

Experience Required: 2 to 4 Years

Company Overview

The Lavence Group® is a global leader in technology and consulting, with a presence in the UK, USA, New Zealand, and India. We specialize in helping businesses grow through innovation, advanced digital solutions, and a people-first approach. Our work culture is inclusive, collaborative, and driven by a shared vision of excellence.

Position Overview

We are seeking a detail-oriented and customer-focused Customer Support Analyst to join our support operations team. The ideal candidate will serve as the first point of contact for clients, ensuring timely resolution of technical and service-related inquiries while maintaining a high level of customer satisfaction.

Key Responsibilities

• Provide prompt, professional, and accurate responses to customer inquiries via email, chat, and phone.
• Troubleshoot issues and guide users through solutions, escalating complex problems when necessary.
• Document customer interactions and resolutions clearly in internal systems and ticketing platforms.
• Collaborate with cross-functional teams including IT, product, and QA to resolve technical issues.
• Monitor and analyze support trends to identify recurring problems and suggest process improvements.
• Assist in developing and maintaining knowledge base articles and self-service documentation.
• Follow up with customers to ensure issues are resolved and satisfaction is achieved.
• Adhere to internal SLAs and help optimize response times and support efficiency.
• Provide feedback to product and development teams based on customer interactions and insights.
• Participate in team meetings, training sessions, and performance reviews.

Qualifications & Experience

Required:

• Bachelor’s degree in Information Technology, Business Administration, or a related field.
• 2–4 years of experience in a customer support or technical support role.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication abilities.
• Familiarity with support ticketing systems (e.g., Zendesk, Freshdesk, Jira Service Desk).
• Basic technical knowledge related to software products, platforms, or SaaS environments.
• Ability to handle multiple tasks and prioritize in a fast-paced environment.

Desirable:

• Experience in a technology or software-focused organization.
• Familiarity with CRM systems like Salesforce or HubSpot.
• Understanding of service metrics and customer satisfaction KPIs.
• Proficiency in documenting user issues and creating support materials.

Why Join Us?

• Competitive salary and comprehensive benefits.
• A global work environment with diverse and inclusive teams.
• Opportunities for career growth, mentorship, and certifications.
• Collaborative culture focused on innovation, learning, and employee well-being.

Apply Now: career@thelavencegroup.co.uk

Application Deadline: 30/05/2025