Web Support Analyst

- Deliver second-line support for web, NCompass, and integration-related queries via phone and email. - Investigate and resolve operational issues affecting customer websites and connected systems. - Diagnose faults and analyze data using system tools, application interfaces, and SQL queries. - Work closely with the Web Manager to escalate defects, development requirements, or infrastructure issues. - Perform site-by-site configuration and operational adjustments to meet customer requirements. - Execute controlled front-end changes using HTML, CSS, and JavaScript where applicable. - Carry out defined server or environment tasks in accordance with documented procedures and authorization. - Ensure all changes are tested, recorded, and applied in line with company policies. - Prepare and maintain customer-facing guides, training materials, and operational documentation. - Keep internal support procedures and knowledge resources up to date. - Assist in the preparation of company brochures, newsletters, and web communications. - Develop a deep understanding of customer needs, common challenges, and emerging trends in online selling and web usability. - Spot recurring issues and communicate these to the Web Manager and development team for continuous improvement. - Contribute ideas and practical suggestions to enhance the companys web and EPOS platforms. - Participate in team discussions to share customer feedback, operational insights, and industry observations.