Support Analyst
Key Skills for This Role
Full Job Posting
Salary Range
- £40,000 per year
Work Location
- Hybrid - Manchester/London/Milton Keynes
- Hours per week: 37.5
- Contract type: Permanent
The Role
A Support Analyst is required to join the Support team, with primary responsibility for the ActiveH and Versaa products within the Aareon product set. The role focuses on the triage, contact and resolution of day-to-day platform software issues, ensuring timely, accurate and high-quality outcomes for clients.
You will work closely with existing Support Analysts and wider teams to maintain service standards, communicate effectively with clients and internal stakeholders, and contribute to the continuous improvement of the ActiveH and Versaa platforms. This is a hybrid role combining remote working with regular on-site attendance.
Key Responsibilities
- Triage, prioritisation and resolution of day-to-day support tickets and platform software issues for the ActiveH and Versaa product suites
- Client-facing support activity, including direct contact with customers to investigate, diagnose and resolve issues in a timely manner
- Configuration and outcome management of support requests for ActiveH, Versaa and related Aareon products
- Maintaining product documentation, knowledge base articles and standard delivery collateral
- Assisting other Support team members with issues requiring deeper product or technical knowledge
- Close working with Product and Development teams to feed back on issues, assist with root-cause analysis and inform future product releases and roadmap updates
- Hybrid working pattern: primarily remote with regular on-site attendance at an Aareon office to support team collaboration and client delivery
Essential
Relevant experience in software support for SQL-based applications from a back-end perspective
Knowledge of Azure or Microsoft Server hosting environments
Ability to investigate, diagnose and resolve platform software issues, determining customer requirements and delivering clear outcomes
Strong communication skills for effective client-facing support and internal collaboration
Able to plan, prioritise and manage workload, delivering results within time-sensitive deadlines
Must be a UK resident / UK passport holder
Desirable
Background in social housing, healthcare or local government
Finance knowledge around rents, tenancy or related housing finance processes
Experience of writing or working with SQL queries
Database administration or similar
Knowledge of networking, server infrastructure and associated security management
Experience of working in an agile environment
Location & Eligibility
- Hybrid role: remote working combined with regular on-site attendance
- Applicants must be able to commute to an Aareon office for on-site days (no relocation package is available)
- Applicants must be UK residents / UK passport holders
About Aareon
German SaaS provider of property-management software serving residential and commercial real-estate owners and managers.
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