Job Title: Support AnalystReports to: Support Analyst Team LeaderLocation : Milton Keynes (hybrid) The role:The Support Analysts use expert knowledge of the Rightmove website as well as our systems, applications, and business rules to troubleshoot, problem solve, and offer technical support to Rightmove colleagues.
Working as a mixture of first line and second line support, members of this team require the ability to problem solve under pressure, and the ability to communicate with and influence Rightmovers at all levels within the company and in all departments.
The Support Analyst role also involves collaborating closely with our Product Development teams to build a wide-ranging knowledge of the different areas of the business, as well as the technologies that drive them.
What you'll be doingSupport Queue Management· Troubleshoot and resolve issues with customer-facing and internal systems.· Use SQL queries to aid in troubleshooting and prevent future issues.· Act as a technical translator between development teams and users.· Handle priority calls and escalated support queries.· Liaise with external service providers to resolve problems.· Report and support solutions for major incidents and attend post-incident reviews.
Proactive Support· Evaluate root causes of support tickets and communicate findings to stakeholders.· Undertake proactive projects to reduce support needs and improve the support experience.· Support upskilling of front-line support teams and other Support Analysts.· Maintain a collaborative relationship with Product Development teams and stay informed on project roadmaps.
Contributing to How We Work· Actively foster a supportive and collaborative team environment.· Build strong working relationships with all Rightmove teams.· Share new business features or changes with your team.· Actively participate in retrospective meetings to celebrate successes and identify improvements.
We're looking for someone who· Thrives in analysing and diagnosing issues to find root causes.· Is eager to learn about how Rightmove's data and systems integrate.· Is confident in challenging requirements and priorities.· Takes responsibility and learns from mistakes.· Responds positively to change, supporting and encouraging others.· Maintains calm and sound judgment under pressure.· Is comfortable working with limited information and figuring out unfamiliar systems.· Adapts their style and approach to the audience and situation.· Resolves conflicts with diplomacy and tact.· Encourages contributions and values team input.· Builds long-term relationships based on trust and respect.· Is open to discussion when ideas are challenged.
What you'll bring to the role· Strong problem-solving skills, able to break down and scope issues.· Effective planning and organization, setting realistic goals and following through on commitments.· Ability to prioritize and multitask effectively with minimal guidance.· Confident, clear, and concise communication with both technical and non-technical audiences.· Skill in choosing appropriate communication methods and encouraging two-way dialogue.· Ability to inspire effective communication and collaborative problem-solving.· Ability to recognise and deliver improvements in team processesExisting skills in SQL and Excel would be a plus, but isn't needed About Rightmove Our vision is to give everyone the belief they can make their move.
We aim to make moving simpler, by giving everyone the best place to turn to and return to for access to the tools, expertise, trust and belief to make it happen.We're home to the UK's largest choice of properties, and are the go-to destination for millions of people planning their next move, reading the latest industry news, or just browsing what's on the market.
Despite this growth, we've remained a friendly, supportive place to work, with employee #1 still working here!
We've done this by placing the Rightmove Hows at the heart of everything we do.
These are the essential values that reflect our culture, and include: Be approachable and appreciate what others doMake complex things as simple as possibleBuild great teams, because Rightmove is peopleDrive improvement, we can always be betterShare early, honestly and often We believe in careers that open doors, and help our team develop by providing an open and inclusive work environment, offering ongoing training opportunities, and supporting charity fundraising events.
And with 88% of Rightmovers saying we're a great place to work, we're clearly doing something right!
If all this has caught your eye, you may well be a Rightmover in the making... What we offerPeople are the foundation of Rightmove - We'll help you build a career on it.
Cash plan for dental, optical and physio treatmentsPrivate Medical Insurance, Pension and Life Insurance, Employee Assistance Plan27 days holiday plus two (paid) volunteering days a year to give back, and holiday buy schemesHybrid working pattern with 2 days in office Contributory stakeholder pensionLife assurance at 4x your basic salary to a spouse, family member or other nominated person in your lifeCompetitive compensation package Paid leave for maternity, paternity, adoption & fertilityTravel Loans, Bike to Work scheme, Rental Deposit Loan Charitable contributions through Payroll Giving and donation matching Access deals and discounts on things like travel, electronics, fashion, gym memberships, cinema discounts and more As an Equal Opportunity Employer, Rightmove will never discriminate on the basis of age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity, or sexual orientation.
At Rightmove, we believe that a diverse and inclusive workforce leads to better innovation, productivity, and overall success.
We are committed to creating a welcoming and inclusive environment for all employees, regardless of their background or identity, to develop and promote a diverse culture that reflects the communities we serve.