Customer Support Consultant

Hammer Technologies Pty Ltd; Manchester; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Flexible WFH arrangements

Co-working space in Manchester

Generous training budget

Birthday Leave

Work Anniversary Rewards

Team Tune-Up Workshops

Employer-funded travel (UK/Europe)

Career growth opportunities

Job summary

HammerTech in Manchester is seeking a Customer Support Consultant to become the customer-facing expert. You will handle phone and email support, troubleshoot issues, and provide customers with basic training.

You are the conduit between customers and internal teams, ensuring timely resolution and satisfaction. Join a growing team in a hybrid work model and collaborate with product and development to drive improvements.

Qualifications

• Customer support/help desk experience for a software company or equivalent.
• Experience in product software support or application support.
• Analytical problem-solver with troubleshooting login issues and user-process issues.
• Experience in process improvement and configuration/implementation of software solutions.
• Excellent written and verbal communication skills.
• Strong problem-solver with a can-do attitude.
• Motivated self-starter who takes initiative.
• Able to suggest process improvements and manage priorities.
• Experience in construction or related industry preferred but not essential.

Responsibilities

• Provide general phone and email support to our customers.
• Provide more advanced technical assistance and solutions as required.
• Identify problems, investigate causes and recommend solutions.
• Collaborate with Development to resolve system bugs and glitches.
• Communicate customer feedback to Product about features and improvements.
• Assist in configuring, updating and managing client systems.
• Update online support articles as required.
• Participate in ad hoc project work.
• Pursue continuous improvement activities.
• Perform other duties as required.

Skills

Customer support

Phone & email support

Technical troubleshooting

Product software support

Problem solving

Process improvement

Communication skills

Self-starter

Team collaboration

Job description

Who is HammerTech?

As construction’s most trusted safety platform, HammerTech has a team focus where we build safer, smarter, better – together. Our workforce is committed to individual and team empowerment so that our innovative approach is sustained, the growth in our capability is continuous and we excel in enhancing safety within the construction industry.

Established in 2013, with the vision of becoming the international benchmark in online safety and quality management, HammerTech is now the leading choice for large construction companies, managing safety and quality for over 500,000 people on construction sites across Australia, New Zealand, North America and Europe.

We offer a hybrid working model to support an inclusive and balanced work culture.

To support the significant growth and development of the organization, we are seeking the expertise and capability of Customer Support Consultant to join our dynamic team.

What you’ll do at HammerTech

The main purpose of this role is to become a HammerTech customer support expert. You will apply your skills and knowledge to aid and support our customers through answering phone calls, responding to tickets (emails), problem solving technical issues, and providing customers with basic training. You are the face of the business and act as a conduit for the customer, liaising with other departments when and as needed.

Responsibilities

• Provide general phone and email support to our customers
• Provide more advanced technical assistance and solutions as required
• Apply application expertise to identify problems, investigate causes and recommend solutions
• Work in conjunction with Development to resolve system bugs and glitches
• Communicate with Product to provide customer feedback about new features and improvements
• Assist in configuring, updating and managing client systems
• Update online support articles as required
• Participate in ad hoc project work as required
• Undertake continuous improvement activities as directed and required
• Other duties as required from time to time

Are you a good fit? Let’s start with the HammerTech Core Values:

Everyone at HammerTech lives by our company values of United, Innovative and Authentic and we hope you’ll help us bring these to life in your role.

While you may not come from construction or technology, we know you’ll fall in love with the industry. It’s known for passionate and caring people, team players and avid problem solvers who want to build a better world. With your help as Customer Support Consultant, we’ll help construction build safer, smarter, better—together.

Our ideal candidate will bring the following:

• Customer support/help desk experience for a software company or equivalent commercial experience in a support role
• Experience in either product software support or application support
• Analytical problem-solver with demonstrated experience in troubleshooting login issues and user-process issues
• Experience in process improvement and configuration and implementation of software solutionsExperience within or understanding of the building and construction or similar industry (preferred but not essential)
• Excellent written and verbal communication skills
• Strong problem-solver with a positive can-do attitude
• Motivated self-starter who is proactive and takes initiative
• Not afraid to suggest process improvements
• Enjoys working through complex challenges looking for solutions
• Enjoys working in a small team where trust and reliability are crucial
• Have a capacity to build and foster strong relationships
• Able to manage competing priorities and meet targets and timelines

We recognize many of the skills we’ve developed over our careers are often transferable. We believe that creativity, enthusiasm, and drive are the keys to success. If you’re not sure you meet every qualification but feel you have other experience relevant to the role, we encourage you to apply.

Benefits at HammerTech

As a Manchester employee, you’ll enjoy our balanced work-life culture with benefits including but not limited to:

• Flexible WFH arrangements – we trust you!
• Access to a beautiful co-working space in Manchester with amenities
• Generous training budget & career mapping opportunities
• Birthday Leave
• Work Anniversary Rewards
• Team Tune-Up Workshops
• Regular social events & employer-funded travel (throughout the UK, Europe and internationally)
• Opportunities to grow your career and make an impact quickly

HammerTech values diversity and believes that our strength comes from including the perspectives of all kinds of contributors. We encourage people from underrepresented communities to apply, including racial minorities, LGBTQIA+, and those with disabilities. Accommodations are available during all stages of the recruitment process, please let us know of any needs we may not have accommodated.