Technical Support Analyst

Street Group; Deutschland; Hybrid; EUR 33.000 - 35.000; Vollzeit

Benefits dieser Stelle

£500 yearly L&D budget

£1,000 holiday after first year

Birthday day off

2 paid volunteering days

Fridge and beers Fridays

Cycle to work

Electric car scheme

Company off-sites

Wellbeing support

Climate positive company

Zusammenfassung

Street Group is seeking a proactive support specialist to be the first line of contact for customers across email, live chat, video calls and phone. You will filter technical tickets with Client Services Executives and escalate when needed, while building a solid understanding of Street.co.uk and Bridge products.

You will relay customer feedback to the development team. The role offers hybrid working up to 3 days from home, a salary up to £30,000 based on experience, and a strong focus on

Qualifikationen

• Commercial experience in either a customer service or IT Support role.
• Outstanding written and verbal communication skills.
• Highly organized with strong time management and prioritisation.

Aufgaben

• Be the first line of support for customer queries via email, live chat, video call or phone.
• Filter technical/time-demanding tickets for Street Engineering teams in collaboration with Client Services Executives.
• Escalate complex tasks when needed and provide timely resolutions.
• Build knowledge of Street.co.uk and Bridge platforms and assist customers with API-related issues.
• Communicate customer feedback and feature requests to the development team.

Kenntnisse

Customer service

IT Support

Communication skills

Time management

Organized

Problem-solving

Jobbeschreibung

• Becoming an expert on the platform.
• Acting as the first line of support for any incoming questions or queries that our customers have via email, live web chat, video call or phone.
• Working closely with our Client Services Executives to filter out the more technical and time-dedicated tickets which you will take on.
• Being able to make the call of when to elevate more complex tasks to our Street Engineering teams.
• Proactively looking at ways to build your knowledge of our products Street.co.uk and Bridge.
• Support and troubleshoot API-related issues, ensuring timely resolution and effective escalation where required.
• Working with a variety of customers from small independents through to large multi-branch estate agencies.
• Responding to any system bugs reported by the client and escalating this to the development team where necessary.
• Obtaining customer feedback and feature requests, ensuring these are communicated appropriately to the development team.
• You’ll have commercial experience in either a customer service or IT Support role.
• You’ll be confident in holding conversations with the wider Street Group team as well as clients, managing expectations and asking the appropriate questions to build a full understanding of the problem.
• You’ll have a passion for technology and websites and an enthusiasm for developing this knowledge even further, possibly into software development.
• You're a self-starter who can take initiative where required.
• You’ll have outstanding communication skills, both written and verbal.
• You're highly organized and experienced at time management and prioritisation.
• You're calm and collected under pressure whilst keeping a happy and positive mindset.
• We care deeply about helping the tech industry become a more inclusive and diverse place and we work hard to lead by example. We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all. Candidates must be eligible to live and work in the UK and be able to perform the work specified.
• Street Group is one of the fastest-growing PropTech companies in the UK. We want to be the leading creator of delightful experiences for everybody involved in buying, selling, renting and letting property, regardless of their involvement, to improve the industry for everybody by elevating UK Estate Agencies through world-class technology.
• Joining a new team in an exciting business with huge ambition.
• Be a part of something bigger - everyone in our team is passionate about improving the entire property industry! It's a huge goal, but it motivates us to do better every single day.
• Hybrid working - you can work from home up to 3 days per week.
• Joining a culture that supports your development and encourages growth.
• £500 yearly L&D budget for your career development.
• Guilt-Free R&R - £1,000 towards a holiday after your first year with the team (we'll even cover the tax!).
• Your birthday on us - we pay, you stay away.
• 'Give something back' - 2 paid days volunteering on us.
• Fully stocked fridge and beers (or an alternative) on us every Friday afternoon.
• Company and team off-sites, events and happy hours.
• A chance to work on cutting-edge technology.
• Cycle to work scheme.
• Electric car salary-sacrifice scheme.
• Comfortable relaxed office space - office dogs welcome!
• Feel good about sustainability - we are a climate positive company!
• Enhanced maternity, paternity & adoption pay.
• Mental health & well-being support via Health Assured.
• Regular wellbeing initiatives.
• Up to £28,000 - £30,000 basic, dependent on experience. However, sometimes the perfect person is far more or less experienced than we anticipated. In these situations planned ranges go out the window.