Junior Product Support Analyst

Product Support Analyst

Location: Chelmsford, Essex (Hybrid 1 day per week onsite, remainder remote)

About the Role

This is an exciting opportunity to launch your career in technology with a dynamic and growing team.

As a Product Support Analyst, you ll be working on cutting edge technology platforms within the London Market Insurance sector, developing a strong foundation for a successful IT career.

This role is a mix between technical and customer service supporting an Insurance Claims platform.

Excellent communication skills are essential, as you ll be liaising directly with clients to deliver an outstanding customer service experience while supporting key technology platforms.

Key Responsibilities

• Provide first-line application support by responding promptly and professionally to user queries via phone, email, and ITSM tool, ensuring all issues are tracked through to resolution within agreed SLAs.
• Troubleshoot a broad range of issues, from password resets and guiding users through system functionality, to more complex queries, including API-related issues.
• Triage and prioritise service requests & incidents, balancing routine tasks (e.g., password resets, account setup) with more complex application queries.
• Support onboarding activities by setting up user accounts, access permissions and providing introductory guidance on the platform.
• Deliver excellent customer service through clear communication, professionalism, and user support calls.
• Collaborate closely with team members and escalate issues to the Helpdesk Manager when required, contributing to a strong team culture.
• Maintain and enhance knowledge base documentation to support resolution of recurring queries.
• Build a working knowledge of the low-code platform to assist in troubleshooting and provide informed context for escalations, while leaving complex development tasks to specialist developers.
• Act as a subject matter expert (SME) for the system, building core familiarity with its functionality and processes.

About You

We re looking for someone who is passionate about technology, eager to learn, and

ready to take their first step into a tech career.

You may be:

A school leaver or recent graduate with a technology related qualification

(e.g., IT, Computer Science etc.)

Essential Skills & Attributes:

• Strong communication and interpersonal skills
• A genuine interest in IT and technology
• Problem-solving mindset and attention to detail
• Ability to work well under pressure and manage multiple priorities
• A proactive attitude and willingness to learn.