The Business 

Since 2007, Point74 has been the trusted leader in food lifecycle management software for manufacturers and retailers across the food industry, providing systems to top UK and global brands such as Waitrose, Morrisons, Charlie Bigham’s, Fever Tree, and Krispy Kreme to name just a few. Point74 revolutionises product development, costing and compliance by enhancing design, profitability and quality for food businesses. Our unique solution digitises the entire food product development process, ensuring compliance with regulations and market trends. As a rapidly growing software provider, Point74 is dedicated to its core values of integrity, intelligence, innovation, humility, and commitment to both clients and team members. We are extremely proud of our achievements and acknowledge that our success stems directly from our progressive and collaborative team.  

The Role 

We’re currently seeking a First Line Support Analyst to join our innovative team in ensuring top-tier customer satisfaction at first contact. This role combines technical problem-solving with administrative tasks, working closely with different stakeholders to document and resolve various support requests through analysis, diagnosis, and solution identification. Success in this position requires a blend of technical abilities, business acumen, troubleshooting skills, and strong interpersonal skills.  

Responsibilities 

  • Provide professional 1st line remote support, prioritising and investigating user requests.  
  • Analyse the root cause and impact of incidents, escalating to second and third-line support or management when necessary. 
  • Ensure all investigations and tasks are promptly and thoroughly logged. 
  • Create and update support documentation, including internal and client-facing resources such as wikis, user guides, help texts, video tutorials, and webinars. 
  • Track the progress of support requests, keeping users and relevant parties updated. 
  • Collaborate with project teams (business analysts, developers, and quality assurance teams) during the agile development process. 
  • Uphold quality assurance standards throughout the agile development lifecycle. 
  • Verify software development to ensure a high-quality finished product. 
  • Document quality assurance activities using an agile user story or product backlog system. 
  • Contribute to the continuous improvement of quality assurance policies and processes through retrospective sessions. 

 

Qualifications and Experience 

  • Organisational & Interpersonal Abilities
    Ability to communicate effectively with both technical and non-technical staff, as well as all levels of management. 
  • Communication Skills (Verbal & Written)
    Ability to interact with technical and non-technical staff at all management levels.  
  • Customer Service
    Effective in addressing inquiries and concerns to ensure a positive and satisfying experience for our valued customers.  
  • Problem Analysis
    Experienced in effective problem analysis, with a track record of identifying root causes and implementing innovative solutions.  
  • Accuracy & Adaptability
    Strong eye for detail and the ability to work efficiently under pressure.  
  • Computing and I.T\Technical skills
    Proficient in using computers, including Microsoft Office and databases (SQL). 
  • Support Team Experience (Desirable)
    Previous experience in supporting web-based applications within a first/second-line support role is desirable. 
  • Web-Based Application Understanding (Desirable)
    An understanding of Agile software development methodologies would also be advantageous in this role. 

Remuneration 

We offer a competitive compensation package (experience-based) with benefits including pension and healthcare schemes, regular training, personal development and the opportunity to work on captivating international projects across the food industry. 

To apply, please send your CV and Cover Letter to recruitment@point74.co.uk with details as to why you are an ideal candidate.