Software Support Analyst

Velociti Solutions

. Act as the first point of contact for all customer enquiries and issues raised by phone, email and via the Customer Self Service Portal .

Posted 10/23/2026full-timeSheffield City Centre • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates a customer-focused mindset with strong problem-solving skills and the ability to manage multiple tasks effectively. Proficient in using customer support ticketing systems like Zendesk and capable of delivering product training and documentation.

Highest-signal resume keywords

Customer Service ExcellenceZendesk ExperienceProblem-Solving SkillsAttention to DetailEffective Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingTicket ManagementKnowledgebase DocumentationProduct Training

Soft Skills

Customer-Focused MindsetPatienceEmpathyTeam CollaborationTime Management

Tools & Technologies

ZendeskCustomer Support Tracking Software

Industry Keywords

Public TransportService Level AgreementsFirst-Line SupportSecond-Line Support

About the role

Key responsibilities & impact

Act as the first point of contact for all customer enquiries and issues raised by phone, email and via the Customer Self Service Portal
Triage and troubleshoot queries and, if required, work with various departments to investigate and resolve issues
Proactively manage workload and reprioritise tickets and tasks based on new issues logged
Ensure support tickets are completed within defined customer Service Level Agreements
Escalate issues that cannot be resolved as required
Input support ticket details into Velociti's customer support tracking software, Zendesk
Document troubleshooting and problem-resolution steps and write knowledgebase articles for recurring support requests
Provide excellent customer service, handling requests and questions with patience and empathy
Maintain up-to-date working knowledge of Velociti’s products and services and deliver product training sessions to colleagues
Take a proactive approach to addressing support calls and identifying repeat issues
Communicate effectively with other departments as required
Undertake additional duties as reasonably required

Requirements

What you’ll need

Customer-focused mindset with commitment to understanding customer needs, delivering excellent service, and handling requests with patience and empathy
Demonstrated ability to work to tight deadlines, managing multiple concurrent activities and reprioritising as needed
Strong problem-solving skills with ability to investigate issues systematically and identify root causes
Strong attention to detail with evidence of careful, methodical work in support environments
Excellent communication skills, particularly the ability to explain technical concepts in clear, non-technical language to customers
Strong team player who works collaboratively with colleagues across functions, and is willing to support colleagues where needed
Experience providing first or second-line technical support, with proven track record of resolving customer issues would be an advantage.
Experience with customer support ticketing systems and knowledge base systems would be an advantage (Zendesk experience highly valued).
Experience/ interest in public transport would be an advantage.

Benefits

Comp & perks

Private health care
Life assurance
Income protection scheme
Company pension scheme
25 days holiday plus bank holidays
3 days paid leave for Christmas period shut-down
1 day's paid leave to celebrate birthday
Hybrid working
EV car scheme
Cycle-to-work scheme