Graduate Customer Support Analyst, BMLL Technologies

• A recent graduate with a STEM degree
• A proactive, self-motivated approach with a strong desire to learn and grow in a dynamic environment
• Strong problem-solving skills with a structured approach to troubleshooting
• Excellent written and verbal communication skills, confident in engaging with clients and internal teams
• Ability to prioritize tasks in a fast-paced, deadline-driven setting
• Highly organized, with excellent time management and attention to detail

Desirable

• As we continue to expand and enhance our client offerings, we are looking for a passionate graduate to join our customer support team
• This is an excellent opportunity for a recent graduate eager to kickstart their career in a fast-paced, innovative environment
• This role, reporting to the Head of Delivery, will play a crucial part in ensuring we deliver best-in-class customer service, resolving customer issues efficiently, and contributing to the continuous improvement of our support operations
• You will be at the heart of our customer experience transformation, helping to build a world-class support function
• You will engage directly with clients, ensuring seamless support and fostering strong relationships
• The role offers significant opportunities for growth, including training, development, and progression into specialist support, product, account management or operations roles
• Act as the first point of contact for client queries and questions
• Provide first-line support, diagnosing and resolving common technical and data-related issues for our customers
• Escalate complex issues to the appropriate product or technical teams, ensuring timely resolution
• Maintain and update the support knowledge base, creating clear documentation to improve first-contact resolution and enable self-service solutions for clients
• Stay up to date with new product features, ensuring readiness for client inquiries before they go live
• Assist in ticket allocation and triage, ensuring efficient workflow across support and product teams
• Monitor and analyze recurring client issues, working with Product, Engineering, and Operations teams to address root causes and drive service improvements
• Gather and provide client feedback to help enhance our support processes and product offerings