Support Analyst FAQs

When clients have a question or a problem they can't solve, they email our support desk for answers. You will be working in Freshdesk, our support platform, and you will be helping clients get unstuck, helping them to understand the software and get the most out of it.Initial training of 2 to 3 weeks will be followed by ongoing learning on the job from your manager and colleagues, whilst you learn how to investigate and diagnose more complex problems.

Support Analysts work in a team. Each team member has primary times during the week when they are the "main agent". This involves picking up tickets, answering tickets they can, and escalating more complex issues to team members to action. When a team member is not working as the main agent, they may still be required to work on tickets they had previously picked up, or perhaps they have a support Zoom call or telephone call scheduled with a client. Main agent hours are set in advance by a rota with agreement of the team.

If you have a working knowledge of Pet Sitter Plus through your role as an Admin of a pet sitting business or business owner, this would be an advantage. However, full product and systems training is provided. What matters to us is that you have a genuine curiosity and a willingness to learn the system in real depth.

Yes, you will receive training on both Pet Sitter Plus and our other internal software packages over a period of about 4 weeks. After that, training and support is ongoing on the job and develops as your knowledge grows.

It does not really matter where you live as this role is for remote working. We employ software analysts in the UK who deal primarily with UK clients and also USA analysts, who work with clients based in the USA. This enables us to manage timezones effectively to provide the most coverage.​​However, you must have an excellent broadband connection.

It is important that you have access to an excellent internet connection. We do not accept people who rely on mobile broadband connections unless you have excellent signal strength.​You will need a computer that is fairly new and of a good specification in order to perform the duties required for this role. You will be provided with a fully expensed mobile phone so you can call clients when necessary, and also use the mobile app for the support desk.

Initial hours are 15 to 25 hrs per week. The hourly pay is between £16 to £18 per hour, depending on experience, and this is equivalent to a full-time salary of £31k to £35k.