Technical Support Analyst

2 weeks ago

Remote, United Kingdom Upland Software Full time £30,000 - £60,000 per year

At Upland Software, you'll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility. Our operating model has always supported remote work—and as we keep growing and evolving our workplace, that won't change. We're passionate. We're proactive. We take pride in our work, and we love a good challenge. Sound like you?

Opportunity Summary:

As a final escalation point before Product Development, the Technical Lead Support position works alongside the First and Second level support specialists to manage, troubleshoot and resolve the more complex support cases where advanced system knowledge is required.

With an emphasis on strong technical skills, impeccable communication and Customer Service, team members will be responsible for providing speedy resolutions for our clients while working within the product Support team and wider business.

Primary Responsibilities:

  • Support clients with their use of the Objectif Lune platform – answering questions and resolving problems relating to functionality, features and configuration, etc.
  • Provide expertise on the best use and practices of the software and environment
  • Provide excellent customer service to Objectif Lune clients. Understanding client queries quickly and providing concise, clear written and verbal instructions in order to reach a positive outcome on their issue
  • Proactively assign and respond to support requests via the three inbound channels (chat, email, phone) in a timely and efficient manner – ensuring excellent customer service standards are maintained at all times
  • Own and manage cases through their entire life-cycle, ensuring case administration is completed in line with departmental policy
  • Pro-actively develop/maintain an in-depth understanding of Objectif Lune/CLA platforms incl. core functionality, new features, and general updates
  • Pro-actively develop/maintain an in-depth understanding of key product specific diagnostic tools/systems
  • Clearly articulate product issues with Product Management and Development with well documented steps to reproduce.
  • Maintain relationships with key departments
  • JavaScript/NodeRed experience

Requirements:

  • Knowledge/understanding of Cloud Server topology
  • Understanding of Web Technologies (IIS, HTML, XML etc.)
  • Workflow – terminologies and understanding
  • Ticket Management software (Zendesk/Jira or other)
  • Windows Server OS
  • Browser/Server/Network Diagnostic tools
  • MS Office
  • MS SQL
  • Strong Communication and writing skills

Desired Skills (but not required):

  • Document Management Systems
  • Powershell
  • VBScripting
  • EForms Desing experience

Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. To learn more, visit

Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, veteran status or other legally protected status.

  • Technical Business Analyst

    5 days ago

    Remote, United Kingdom Pixelcode Technologies Limited Full time £40,000 - £50,000 per year

    We are seeking an experienced Technical Business Analyst on a contract basis (INSIDE IR35) to support the definition, shaping, and delivery of analytics capabilities across our client's data landscape. The role focuses on translating business objectives into clear, actionable requirements and supporting the development of scalable, high-quality data and...

  • Technical Business Analyst

    2 weeks ago

    Remote, United Kingdom EMBS Technology Full time £60,000 - £70,000 per year

    Technical Business AnalystSalary: £60-70K + Bonus + BenefitsLocation: UK/Remote/occasional London office visitsAre you a Technical Business Analyst looking for your next challenge? Do you thrive in a fast-paced digital environment, working at the intersection of technology and business?My client, a dynamic and rapidly growing company, is looking for an...

  • Senior Technical Support Analyst

    1 week ago

    Remote, United Kingdom StarCompliance Full time £60,000 - £100,000 per year

    RoleStarCompliance is seeking an experienced Senior Technical Support Analyst (SQL Specialist), based in the United Kingdom to join our dynamic, client-facing Client Support Services team.In this senior role, you'll take ownership of complex technical issues impacting our cloud-hosted web applications and deliver timely, high-quality solutions. As a go-to...

  • Technical Support Analyst

    1 week ago

    Remote-Manchester, Manchester, United Kingdom Anaplan Full time £35,000 - £55,000 per year

    At Anaplan, we are a team of innovators focused on optimizing business decision-making through our leading AI-infused scenario planning and analysis platform so our customers can outpace their competition and the market.What unites Anaplanners across teams and geographies is our collective commitment to our customers' success and to our Winning Culture.Our...

  • Senior Technical Support Analyst

    1 week ago

    Remote, United Kingdom StarCompliance Full time £42,000 - £63,000 per year

    Role StarCompliance is seeking an experienced Senior Technical Support Analyst (SQL Specialist), based in the United Kingdom to join our dynamic, client-facing Client Support Services team. In this senior role, you'll take ownership of complex technical issues impacting our cloud-hosted web applications and deliver timely, high-quality solutions. As a go-to...

  • Technical Compliance and Security Analyst

    23 hours ago

    Remote, United Kingdom White Hat Gaming Full time

    About White Hat StudiosWhite Hat Studios (WHS) are a part of White Hat Gaming (WHG), who were founded in 2012. WHG is an online casino technology and services company with offices in Malta, London, Gibraltar, Chicago, and Cape Town. With a global team of over 500 specialists, we deliver a market-leading iGaming platform that is secure, scalable and reliable....

  • Data Insight Analyst

    2 days ago

    Remote, United Kingdom Pixelcode Technologies Limited Full time

    We are seeking an experienced and innovative Data Insight Analyst on a contract basis (INSIDE IR35) to support the development, maintenance, and enhancement of data and analytics products across our client's organisation. This role involves working with diverse datasets, delivering analytical outputs, and supporting a self-serve analytics culture. You will...

  • Test Analyst

    4 days ago

    Remote, United Kingdom Pixelcode Technologies Limited Full time £8,000 - £16,000 per year

    We are seeking a skilled Test Analyst on a contract basis (INSIDE IR35) to join our clients Data & Analytics team and ensure the quality and reliability of new data analytics products. The role involves validating data pipelines, datasets, reports, and dashboards within an agile delivery environment. You will develop and execute test plans and collaborate...

  • Business Analyst

    2 weeks ago

    Remote, United Kingdom Andersen Lab Full time £40,000 - £80,000 per year

    Andersen is hiring a Business Analyst to support an international insurance company. The role focuses on integrating OneShield into existing systems to improve efficiency, streamline workflows, and enhance operations.The customer is an international insurance company operating across multiple countries, known for expertise in niche markets and commitment to...

  • Product Analyst

    1 week ago

    Remote, United Kingdom Atreides Caseri Inc. Full time £70,000 - £110,000 per year

    Title: Product Analyst (Atreides)Job Type: Full-timeAbout AtreidesAt Atreides, we are dedicated to delivering cutting-edge solutions to our defense and intelligence clients, enabling them to make informed decisions in complex environments. Our team of experts leverages a unique combination of intelligence analysis and data-driven insights to tackle critical...