Job Specifications
Job Title: Support Analyst
Team: Customer Success / Support
Location: Remote/Hybrid
Reporting to: Customer Success Manager
Company: Zing Dev - a pure-play Twilio Gold Partner specialising in designing, building and implementing Twilio-powered contact centre experiences
About us
Zing Dev helps organisations transform their customer-engagement platforms via Twilio. We deliver cloud contact centre transformations, automation and bot delivery, and ongoing support & operations. We partner with leading brands to solve customer experience challenges.
As part of our growth, we are seeking a Support Analyst to join our Customer Success/Support team, working closely with our development team and clients to investigate, troubleshoot and resolve support tickets.
Role overview
As a Support Analyst you will:
Have a minimum of 2-3 years of experience
Be the first point of contact for support tickets from customers.
Investigate and triage issues: gather relevant information, replicate problems where possible, determine root cause (or raise to development).
Work closely with the development team to escalate, document, prioritise and track fixes.
Communicate regularly with customers to give updates on progress, manage expectations, and ensure a high-quality experience.
Keep detailed and clear support documentation (ticket logs, cause, resolution, known errors, workarounds).
Learn and become familiar with each customer’s implementation of Twilio and associated integrations, so you can quickly understand context when issues are raised.
Continuously improve our support processes by identifying recurring issues, suggesting changes/improvements, and contributing to the knowledge-base
24x7 out of hours support rota.
Key responsibilities
Manage inbound support requests (via ticketing system, email, chat, or phone) with professionalism and a customer-centric approach.
Triage and prioritise tickets appropriately (according to priority and customer SLA).
Perform problem investigation: ask clarifying questions, review error logs, reproduce issues where possible.
Liaise with development team: raise bugs or feature requests, follow through the lifecycle of a fix, validate the fix with the customer once implemented.
Provide frequent updates to customers: status of investigation, expected next steps, estimated timeline, workaround if available.
Maintain knowledge base articles, FAQs, internal playbooks and support documentation.
Onboard and learn about new customers’ Twilio-based implementations, integrations and workflows.
Participate in Customer Service Reviews and continuous improvement sessions.
Help report on support metrics (ticket volumes, resolution times, backlog, customer satisfaction) to the Customer Success Manager.
Skill & experience requirements
Essential:
Strong customer service skills: you are comfortable engaging directly with customers, understanding their needs, and communicating clearly.
Excellent communication skills (written and verbal) - able to explain technical issues in non-technical language.
Experience in a technical support or customer success environment
An investigative mindset: you enjoy digging into issues, asking the right questions, finding patterns, and working with others to solve problems.
Ability to learn quickly about new systems, workflows and integrations
Comfortable collaborating cross-functionally (with development team) and managing multiple tickets/requests concurrently.
Strong organisational/time-management skills, and ability to prioritise effectively.
Desirable:
Familiarity with Twilio (particularly Twilio Flex) or other cloud communication/contact centre platforms.
Some basic coding knowledge (e.g., JavaScript, Node.js, or similar) or at least willingness to learn - this is not essential but will help in investigating issues with integrations.
Understanding of integrations (CRM, webchat, voice, WhatsApp, etc.).
Experience with Salesforce ticketing system and SLA management.
Experience working in a SaaS/cloud environment.
Why Work for Zing?
We take pride in our culture at Zing – it is the beating heart of everything we do. Our culture is the fuel for a supportive and inclusive environment, positive attitudes and shared success
Exposure to a wide range of clients across industries (retail, financial services, non-profit, etc).
A supportive team environment where your input on process improvement, support metrics and customer outcomes will be valued.
Package
We're committed to providing a supportive and rewarding work environment. That's why we offer a competitive benefits package designed to help you thrive both personally and professionally
· Salary - £32.5-35K
· Flexible Hours & Remote Working
· Flexible Bank Holidays
· Mental Health & Wellbeing - "Zing Day" – a dedicated day off to recharge
· Regular Socials
· Progression Framework and Professional Development Opportunities
How to apply
Please email your CV and cover letter to recr