Support Analyst

The Role

We’re looking for someone who is excited by the chance to change the way that people in the arts and entertainment sector use data and software - for the better. You’ll be spending your time navigating incoming client calls and emails, solving problems and finding bespoke and best practice solutions to help clients get the most out of their data and the [Employer hidden] CRM. You will be part of a delivery team who together hold the accountability of managing the success of our clients - specifically through responding to support tickets and calls, prioritising effectively to ensure clients get the very best service and outcomes. Support Analysts help [Employer hidden] clients to find solutions to problems, analyse their data, and turn their ideas into practice with tools the system provides. We love our system and we want our users to love it too. Your job is to get them there and keep them there by putting the [Employer hidden] tools to their best use and thinking about data-oriented, smart, and innovative solutions.

Key Responsibilities

• Ensuring that through every touchpoint you have with our clients, the highest levels of customer service and satisfaction are delivered and seen through to completion in a timely manner.
• Ensuring you see every interaction you have with our clients as an opportunity to develop best practice and impact their success.
• Setting our clients up for long term success by working with the wider Client Success team and identifying risks, trends and opportunities for growth.
• Proactively share and escalate any feedback, concerns, or suggestions for improvement effectively, in order to contribute to continuous improvement of our solution and service.
• Working within a Delivery Team as a first line contact for clients, for their software and hardware support needs on the phone and over email.
• Guiding clients through putting their ideas into action - how to segment customer data for a mailing or teaching someone how to set up a promotional offer.
• Having confident conversations with clients about what our solution offers, why we do things the way we do.
• Owning relationships with a subset of clients to ensure advocacy through maximising the full [Employer hidden] solution.
• Identifying opportunities for feature adoption and long-term projects, and feeding these into the team’s priorities.
• Collaborating with relevant team members and wider specialists across the company to deliver on accountabilities.
• Helping our clients analyse and report on their valuable data.
• Troubleshooting software and hardware issues and identifying the best ways to solve them.
• Offering technical support with hardware such as ticket printers, pin pads and scanners.
• Giving advice and training clients on best practice use of the system, usually over the phone and screen share.
• Helping to maintain system documentation and identify when guides and resources need to be updated.

Skills, Knowledge and Expertise

• Excellent interpersonal and communication skills displayed in person, over the phone and in writing.
• Ability to provide effective customer service and technical support, with some experience in either.
• Ability to adapt communication style when working with different stakeholders.
• Skills or experience to work with clients facing urgent or business critical challenges.
• Apply a logical mindset to existing skills and knowledge to solve new and complex problems.
• Working knowledge of Microsoft Excel.
• Proficient at time management and prioritisation for working to tight deadlines.
• Comfortable with context-switching and working on multiple tasks simultaneously and independently.
• Enjoy working autonomously as well as part of a wider team.
• Take pride in your work and how it could relate to the success of [Employer hidden] and our clients.
• Strong interest in using technology and data to solve problems.

Benefits

• Flexible working with support for WFH setup.
• NHS top up scheme (dental, optical, therapy & counselling, prescription and other health costs).
• Continuous development supported by Line manager and learning budget.
• Enhanced Maternity, Adoption & Shared Parental Leave.
• 35 days paid leave annually (including bank holidays and birthday day off).
• 4 weeks paid sabbatical after 5 years of service.
• 2 volunteering days per year.
• Pension scheme with matched contributions up to 4%.
• Free snacks, drinks and breakfast items in all offices.
• Varied range of regular socials across all offices.
• Cycle to work & Season Ticket Loans.
• Travel stipend for commuting.

About [Employer hidden]

[Employer hidden] is an equal opportunities employer, we recruit regardless of race, religion, gender, gender identity, sexual orientation, age or disability status. We are committed to creating an inclusive work environment. Diversity in the workplace is hugely important to our working environment and to enable both individuals and [Employer hidden] to thrive. Please note: all legitimate communications from [Employer hidden] will come only from @[Employer hidden].com or @pin-point.email email domains. Any others are not legitimate. [Employer hidden] website: https://www.[Employer hidden].com/.

Application Instructions

Please apply via the provided application link. In your application, comment on the hours you will be looking to work if you are interested in flexible working or job sharing. Application deadline: May 15, 2026.