Pre-Sales Technical Support Analyst

Your new companyMy client, a subsidiary of a global software leader, specialises in Process Automation. Their AI-powered solutions streamline document business processes, eliminating manual inefficiencies.Based in Plymouth, they are looking for talented individuals to join their dynamic team and drive the future of enterprise technology.Your new roleAs a Pre-Sales Technical Support Analyst, you will provide essential technical expertise and support to enterprise partners and skilled customers. You will interact with various stakeholders, offering assistance both on-site and remotely. In collaboration with the wider team, you will ensure seamless solutions, troubleshoot issues, and contribute to software and process improvements.

• Take ownership of customer enquiries, delivering technical assistance via phone, web, email, and on-site visits (as required) to resolve issues related to products.
• Research, diagnose, and troubleshoot application usage, design, and configuration challenges, providing timely and accurate solutions.
• Clearly convey complex technical concepts to customers and internal teams, including Product Management, Software Engineering, Sales, and Quality Assurance, fostering collaboration and feedback.
• Escalate unresolved issues to senior support engineers with detailed problem descriptions and analysis steps.
• Use approved protocols to work with development engineers on software issue analysis and resolution.
• Actively contribute to regular support team meetings, sharing insights and updates.
• Configure test systems to replicate and resolve customer-reported issues.
• Flexibly adjust to evolving responsibilities based on business needs.

What you'll need to succeed

• Experience providing enterprise-level technical support, ideally in a pre-sales or customer-facing role.
• Strong communication and collaboration abilities, with a customer-centric and team-oriented approach.
• Hands-on experience with CRM or ECM platforms.
• Proficiency in technologies supporting document capture and processing.
• Knowledge of Inline Business Processes, Accounts Payable (AP), and Sales Order Processing (SOP).
• Familiarity with Enterprise Resource Planning platforms and integrations.
• Expertise in application diagnostics within enterprise environments.
• Proficiency with software diagnostic tools and Windows utilities (e.g., Process Monitor, Event Viewer).
• Advanced skills in Word, Excel, Visio, and PowerPoint.

(Desirable)

• Understanding of digital mailroom workflows and automation.
• Familiarity with virtualisation technologies and cloud deployments.
• Experience integrating and troubleshooting API and Webhook methods.
• Knowledge of Microsoft IIS, MS SQL, Azure SQL, and Windows Server OS.
• Background in supporting proprietary software solutions.

What you'll get in return

• £30,000 salary, immediate start
• Office based in Plymouth, South West, UK, with flexibility for remote work and required on-site client support as needed.
• Standard hours: Monday to Friday, 9:00 AM - 5:30 PM GMT, with occasional after-hours availability.
• Travel: On-site customer support across the UK (travel expenses covered).

Why Join

• Work with pioneering AI and machine learning technologies that redefine business automation.
• Collaborate with a passionate team dedicated to customer success and innovation.
• Grow your career in a fast-evolving industry with ample professional development opportunities.

What you need to do now

• If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
• If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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