About this role
Salary: £25,750 - 28,500 per year
Requirements: Experience working in customer, software, application or technical support.Experience using a ticketing or support system.Working knowledge of HTML and CSS.Some knowledge of Microsoft SQL Server and SQL.Good technical troubleshooting and problem-solving skills.Confidence communicating with customers by telephone, email and online meetings.The ability to explain software and technical concepts clearly.Strong organisation and attention to detail.The ability to work under pressure and manage changing priorities.A willingness to continually learn and develop technical knowledge.Experience delivering software training, writing support documentation or testing software would be an advantage.Full-time, 100% office-based position at our Bridgend head office.Ability to commute or relocate to our Bridgend location before starting work.Work authorisation in the United Kingdom. Responsibilities: Responding to customer support tickets, emails and telephone calls.Managing and prioritising tickets to ensure customer SLAs are met.Taking ownership of tickets from initial contact through to resolution.Troubleshooting and investigating software, configuration and data issues.Using Microsoft SQL Server and SQL to query and investigate data.Making minor HTML and CSS changes.Completing product and data imports.Configuring agents and other areas of our platform.Reproducing reported problems and investigating their cause.Proactively finding solutions and resolving issues within the support team wherever possible.Escalating genuine development issues with clear reproduction steps, evidence and investigation details.Working with developers where more complex technical input is required.Testing fixes and confirming that the original issue has been resolved before closing a ticket.Keeping customers informed throughout the lifecycle of their ticket.Delivering customer training on different areas of our platform.Creating and updating customer support guides and documentation.Helping customers understand how to use our platform more effectively.Identifying recurring issues and opportunities to prevent future support requests. Technologies: CSSSupportSQL More:
We are Comgem, a growing UK software company providing B2B ecommerce and back-office technology to businesses across the UK. As our customer base grows, we are expanding our support team and looking for a Technical Support Analyst who enjoys solving problems, learning technology and helping customers get the most from our platform. This is a varied, hands-on role with exposure to customers, software, data, testing, training and technical troubleshooting. You will join a growing support team, work closely with our customers and the people who develop our platform, and have the opportunity to build your technical knowledge and develop your career. This is a full-time, 100% office-based position at our Bridgend head office.
last updated 38 week of 2026