Software Support Analyst

£30k - £32k per annum


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About the role:

Software Support Analyst
Offering up to £32,000 per annum
Located in London Victoria
Hybrid working (3 days in office)

About The Company

This company is a world-leading miner of responsible coloured gemstones. They are the operator and 75% owner of both the Kagem emerald mine in Zambia (believed to be the world’s single largest producing emerald mine) and the Montepuez ruby mine in Mozambique (one of the most significant recently discovered ruby deposits in the world). In addition, they also hold controlling interests in various other gemstone mining and prospecting licenses in Zambia, Mozambique, Ethiopia and Madagascar.


  • Capturing, updating, uploading, and managing data in the G-Trac knowledgebase system, which is now transitioning to a SaaS platform. This involves extensive and routine data entry tasks related to companies and individuals as part of Gemfields’ CRM initiatives, which are crucial for internal use and as a service offering to other businesses.
  • Entering data and information from time to time on behalf of other users, ensuring seamless integration and consistency across the SaaS platform.
  • Monitoring, curating, and improving user entries while providing ongoing guidance to users for optimal information effectiveness is essential for maintaining high-quality service delivery in a SaaS environment.
  • Conducting internet and desktop research to keep the knowledgebase updated with news and current affairs relevant to the Group and to aid CRM, enhancing the platform’s value to external clients.
  • Providing G-Trac training and development to new and existing users, including preparation and maintenance of user and training materials tailored for both internal stakeholders and external SaaS clients.
  • Acting as the G-Trac helpdesk for users to assist with queries and issues, offering critical support in a customer-facing SaaS solution.
  • Collating and interpreting user feedback and comments to continuously improve the system is a key process in the iterative development of a SaaS product.
  • Collecting and detailing functional requirements for adding new features or modifying current ones, aligning product development with user needs and market trends in the SaaS industry.
  • Collaborating closely with the Development team to ensure these requirements are accurately implemented and delivered on time, ensuring the platform’s reliability and scalability as a SaaS solution.
  • Verify the functionality of all features following a system update and report any discrepancies or issues to the development team for resolution, which is crucial for maintaining high service levels expected from a SaaS provider

Qualifications, Skills and Experience:

  • University graduate (any field)
  • Experience with data or information systems would be desirable
  • A robust knowledge of Microsoft Office (Word, Excel and PowerPoint), PDF, ideally with a strong interest in IT and systems/software
  • A high degree of accuracy, with strong attention to detail and a professional, thorough approach
  • A proclivity for proper administration and record-keeping
  • Excellent organisational, interpersonal and communication skills
  • Ability to work to and engender high corporate standards
  • Ability to work to tight deadlines and remain calm under pressure
  • The ability to write clearly and succinctly
  • A “can-do” and down-to-earth attitude
  • Energetic, cheerful, personable and willing to learn
  • Ability to maintain discretion and deal appropriately with confidential information
  • Being able to work independently as well as part of a team
  • Logical problem-solving skills


  • Competitive salary
  • Benefits package including:

– Private Medical Insurance
– Dental Insurance
– Health Cash Plan
– Life Assurance
– Income Protection
– Contributory Pension scheme

  • 25 days holiday
  • Discretionary bonus

In our company values we aim for equity at all stages of the recruitment process, please let us know if we can do anything to make the process more accessible to you.

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