Technical Support Specialist

Technical Support Specialist

About the Role

We are looking for a proactive and customer-focused Technical Support Specialist to join a growing software support team. This is an exciting opportunity to work with a cloud-based business software platform, providing expert technical assistance to customers and helping them get the most from our solutions.

You'll be responsible for investigating technical issues, troubleshooting software problems, and working closely with internal teams to deliver timely resolutions. This role is ideal for someone who enjoys solving complex problems, communicating with customers, and working in a collaborative, fast-paced software environment.

This position is hybrid, with a combination of office-based and remote working following the successful completion of probation.

Key Responsibilities

Customer Support

* Deliver high-quality technical support to customers via telephone, email and support portal.
* Investigate and resolve software-related issues using effective troubleshooting techniques.
* Manage your own workload, ensuring support requests are prioritised and progressed within agreed service levels.
* Accurately record all customer interactions and technical findings within the support ticketing system.
* Assist customers with software functionality, configuration and best practice.
* Escalate complex or unresolved issues to senior technical teams when appropriate.
* Reproduce software defects and provide detailed information to engineering teams to support investigation and resolution.
* Keep customers informed throughout the support process, providing regular updates and clear communication.

Service Excellence

* Deliver an outstanding customer experience by providing professional, knowledgeable and friendly support.
* Contribute to the development of internal knowledge articles and support documentation.
* Identify opportunities to improve support processes and customer satisfaction.
* Ensure service level agreements (SLAs) and departmental performance targets are consistently achieved.

Team Collaboration

* Work closely with Product, Engineering and Customer Success teams to resolve technical issues efficiently.
* Share customer feedback and recurring issues to help influence future product improvements.
* Collaborate with colleagues across the business to deliver a seamless customer experience.
* Support additional team initiatives and projects as required.

Skills & Experience

We're looking for someone with:

* At least two years' experience within a software or application support role.
* Strong problem-solving skills with the ability to diagnose and resolve technical issues.
* Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to a range of users.
* Experience supporting customers in a fast-paced software or SaaS environment.
* A customer-first mindset with a genuine passion for delivering excellent service.
* Experience using service desk or ITSM platforms to manage support requests.
* The ability to prioritise multiple tasks and work effectively under pressure.
* A collaborative approach and the confidence to work across multiple teams.

Technical Knowledge

Essential:

* Experience supporting software applications.
* Familiarity with Windows operating systems and Microsoft 365.
* Experience using remote support tools.
* General understanding of networking and IT infrastructure.
* Knowledge of support ticket management and incident handling.

Desirable:

* Basic SQL or MySQL knowledge.
* Experience supporting ERP, finance or business management software.
* Understanding of accounting processes or financial systems.
* Experience within construction, engineering or similar project-based industries.
* Previous experience working within a cloud-based SaaS organisation.

What You'll Receive

* Competitive salary.
* Hybrid working arrangement.
* Generous annual leave allowance.
* Company pension scheme.
* Life assurance.
* Health and wellbeing benefits, including access to healthcare support and employee assistance services.
* Flexible benefits programme, including retail discounts and wellbeing initiatives.
* Ongoing training and professional development opportunities.
* A supportive, collaborative working environment with genuine opportunities for career progression.