Support Analyst

We're looking for an experienced Client Support Analyst to join our Evolution Support team. This role is key to delivering high-level technical support to clients using our IWMS (Integrated Workplace Management System) software.

Key Responsibilities

• Own and manage support cases through to resolution, ensuring timely and professional communication throughout the lifecycle.
• Provide expert-level support on IWMS software modules, features, and deployment environments.
• Troubleshoot complex issues using SQL and support API integrations where applicable.
• Escalate unresolved or critical issues in line with internal processes and client SLAs.
• Maintain accurate records of all case activity, resolutions, and client communication in the CRM system.
• Contribute to the wider support team by sharing knowledge, mentoring junior staff, and promoting best practices.
• Adhere to ISO processes and GDPR guidelines in all activiti...