Customer Support Analyst

Working hours:
Role type:

Tunbridge Wells, Kent
Monday to Friday 9am 5.30pm

About 10ninety

We are one of the leading property technology companies, based in Tunbridge Wells, Kent. We provide cloud-based software and websites for estates agents and letting agents. The intuitive and user-friendly system allows agents to manage their properties and applicants from initial marketing and registration, through to lettings management and sale completion.

We are a fast-growing small and friendly company, with a reputation for excellent customer service, and this is a fantastic opportunity to join our client support team.

The role

The main role of the Customer Support Analyst will be to help support our customers to ensure they get the most out of their 10ninety system. You will assist them as they first start to use the software, providing training as required, and respond to any ongoing questions and issues they may have.


  • Provide exceptional 1st line support to our customers
  • Answer phone calls and emails from end users
  • Escalate any technical issues to 2nd line support, as necessary
  • Configure systems for new agents, including set-up of data feeds and documentation templates
  • Provide telephone training for new customers
  • Maintain content in the online Help Centre
  • Follow-up with new customers to ensure they are getting up to speed with their new software
  • Advise customers on how to take advantage of new features within the software

Required skills and experience

  • Personable and friendly, with excellent written and spoken communication skills
  • Be able to demonstrate patience and remain calm under pressure
  • Good general IT knowledge, including Microsoft Excel, Word and email clients
  • Comfortable using and navigating around software
  • Logical, with strong problem solving abilities
  • Organised and able to work under own initiative
  • Must have achieved Maths and English GCSE grade C or above (or equivalent qualifications)
  • Must be educated to degree level, ideally in a technical/IT subject

Useful skills and experience

  • Experience in customer service role(s)
  • General understanding of residential sales and lettings processes
  • Basic HTML/CSS knowledge would be useful

At 10ninety, we offer

  • Excellent development opportunities in role
  • Potential to progress within the company
  • 5 weeks paid holiday each year, plus bank holidays
  • Company pension scheme
  • Collaborative office environment
  • Regular social events and activities


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