[Hiring] Application Support Analyst @TechGrove by Banyan Software

Role Description

You will be the first point of contact for TotalCtrl customers, by email and by phone. You will regularly speak to customers on calls, so clear, confident spoken and written English is essential. Our customers are office managers, schedulers, and field engineers who depend on the system to get their day done. This is not a scripted helpdesk role. We want someone technical enough to diagnose problems properly, query the database to find the root cause, fix data issues safely, and hand clean, reproducible bugs to the development team.

The role also carries a data analyst element: data imports and migrations for new customers, reporting, and helping customers and our own team get insight out of TotalCtrl. Over time we expect you to use AI tools (including our own Jerrold assistant) to make support faster and to reduce repeat tickets.

Key Responsibilities

• Make and take phone and video calls with UK customers to understand problems, talk them through fixes, and follow up on open issues.
• Own the first line support queue by email, phone, and ticketing, logging, triaging, and resolving issues within agreed SLAs.
• Investigate issues end to end, reproduce problems, read logs, and query the database to understand what actually happened.
• Write clear, well-evidenced bug reports and escalations for the development team, with steps to reproduce, data examples, and expected behavior.
• Carry out safe, controlled data corrections using SQL, always with backups, peer checks, and transactions.
• Clean, map, and import customer data during onboarding.
• Build and maintain reports and data extracts for customers and internal teams, and spot trends in ticket and usage data.
• Write and maintain help articles, FAQs, and internal runbooks so common questions are answered once.
• Help test Jerrold and identify where AI can deflect tickets, summarize cases, and speed up diagnosis.
• Feed recurring pain points back to the product team.
• Where skills allow, pick up small scripting or code fixes under the guidance of the development team.

Qualifications

• At least 2 years in a technical support, application support, or service desk role, ideally supporting a B2B SaaS product.
• Strong SQL: confident writing SELECT, JOIN, GROUP BY, and UPDATE statements against PostgreSQL or Microsoft SQL Server.
• Good understanding of relational data: keys, relationships, and how application data maps to tables.
• Clear, fluent spoken English for customer phone and video calls, and clear, professional written English for email and ticket updates.
• Able to explain technical issues to non-technical users clearly, patiently, and calmly.
• Structured, careful approach to working with live customer data, and a good understanding of data protection (UK GDPR) principles.
• Comfortable with Excel or Google Sheets for data cleaning, lookups, and pivots.
• Organised and able to manage a busy queue, prioritise by impact, and follow issues through to closure.

Desirable Skills

• Programming experience in PHP / Laravel or C# / ASP.NET.
• Experience with ticketing and CRM tools (for example HubSpot, Zendesk, Freshdesk, Jira).
• Practical use of AI tools (ChatGPT, Claude, Copilot or similar).
• Reporting or BI tools (Power BI, Metabase or similar), and experience with APIs, JSON, and tools such as Postman.
• Knowledge of field service, facilities management, fire and security, or maintenance businesses.
• Git basics and awareness of how software releases and environments (test, staging, live) work.

What Success Looks Like

• First 90 days: confident across the core TotalCtrl modules, handling the support queue independently and writing high-quality escalations.
• 6 months: owning data imports for new customers, maintaining the knowledge base, and producing a regular support trends report.
• 12 months: measurably fewer repeat tickets, faster resolution times, and a clear set of AI-assisted support processes in place.

What We Offer

• A central role in a small, ambitious team where your work is visible and valued.
• Exposure to AI product development through Jerrold, and a clear route into development or data roles for the right person.
• The backing and stability of Banyan Software.
• [Benefits to be confirmed: holiday, pension, equipment, training budget].

Recruitment Notice

TechGrove may use artificial intelligence (AI) tools to assist in screening and/or assessing applicants during the recruitment process. All hiring decisions are made by our team. Personal information submitted through your application will be collected and used for recruitment purposes in accordance with applicable privacy laws. Contact us at any time with questions about our process or to request accommodation.

Beware of Recruitment Scams

We have been made aware of individuals fraudulently posing as members of our Talent Acquisition team and extending fake job offers. These scams may involve requests for personal information or payment for equipment. Protect yourself by following these steps:

• Verify that all communications from our recruiting team come from an @banyansoftware.com email address.
• Remember, employers will never request payment or banking information during the hiring process.
• If you receive a suspicious message, do not respond — instead, forward it to [email protected] and/or report it to the platform where you received it.

Your safety and security are important to us. Thank you for staying vigilant.