Support Services Analyst

Contract: Permanent
Reports to: Head of Support

About us

We’re part of Aareon Group, a leading European provider of SaaS solutions for the property sector. In the UK, this includes Aareon UK, Arthur Online, Fixflo, HomeMaster, Housing Online, Help Me Fix & MIS - each bringing specialist expertise and energy, but all sharing the same belief: that housing matters.

At HomeMaster, we specialise in developing an industry leading web-based Housing and Finance solution that uses state-of-the-art development technologies to remain future-proof and continue to meet the ever-evolving needs of the Social Housing Sector.

About the role

A Professional Services Support Analyst is required to complement the current PS team, with responsibilities for work within both the QL & Versaa products, managing timely, fluid and accurate resolution of day-to-day issues within the associated products, containing configuration and delivery outcomes where required. You will work alongside the existing PS Consultants and Support Analysts to ensure the high quality maintenance of our software, whilst communicating with cross functional Managers, software developers and key stakeholders.

Key Responsibilities:

• Configuration and outcome management of support tickets and low-level Services requests for the Aareon product set
• Client-facing support activity, with communications and timely outcomes at core of delivery
• Maintaining product documentation and standard delivery collateral
• Localised documentation and workflow creation & management to support internal and external facing knowledge base
• Assisting other Support team members with issues where deeper knowledge is required
• Close working with Product and Development teams to assist and inform on future requirements for product releases and roadmap updates

Requirements:

Essential

• Excellent understanding of SQL based software from a back-end perspective
• Ability to determine customer requirements to a simplified level of understanding, ensuring planned outcomes meet requirements for clients
• Commercial awareness to ensure both customer and business value is attained
• Experience of configuring complex software applications with actions within SQL code, through to completion, resulting in delivery of robust and high-quality applications.
• Experience of manual test methods including functional, regression and exploratory tests.
• Able to plan, prioritise and manage workload, delivering results within time-sensitive deadlines.
• Market knowledge of Social Care or similar within a software environment

Desirable

• Experience of writing SQL.
• Experience in a Consultancy role within a SQL based software environment.
• Knowledge of Networking, Server infrastructure and associated security management
• Experience of working in an agile environment.