Technical Support Specialist (Customer Support)

Salary:Paying up to £40k (based on experience)
Hours: 37.5 hours per week; Monday to Friday 8.30am to 5.00pm
Basis: Full time, permanent
Location: Canary Wharf, London - WeWork - Hybrid office-remote working offered
Reporting to:Customer Support Manager

About this role

We are seeking our first solutions-focused Technical Customer Support Specialist to join our dynamic team. This role will play a key part in supporting customers who are encountering problems using Onetrace’s platform, offering technical support, answering questions about our products, and escalating support tickets when and as needed. You will be collaborating across our Commercial teams, as well as our Product and Engineering team.

Our business

Onetrace built a SaaS traceability system for the fire protection industry, and are expanding into the untapped technology market in the construction industry. Our passion for problem solving, efficiency and technology drives us to continue innovating and learning, with user experience being essential to this mission.

For more insight into what we do and who we are, visit ourLinkedIn page.

Our culture and ways of working ????

Our values lay the foundation of Onetrace’s culture and we are looking for individuals who aspire to behaviours that align with our values, fostering a collaborative company culture that unifies us all.

• Driven by passion - to transform the fire protection industry
• Devoted to innovation - pushing boundaries and creating a space for unrivalled vision
• Strive to simplify - making technology simpler for customers to use
• Do the right thing - honesty, integrity and commitment to always do the right thing
• Respect above all - respecting and understanding every individuals diverse background
• Empowering teams internally and beyond - working with equal parts humility and and ambition

We celebrate our achievements as a team and support each other by providing a collaborative and autonomous environment suited for growth and development.

We love working here. We think you will too. Let’s build great things together.

What you’ll do

• Be the bridge between Product/Engineering and the Commercial Team
• Lead technical solutions, supporting the wider team to understand customer pain points and think outside the box to deliver creative solutions for edge case scenarios
• Build a positive and constructive relationship with the product teams to create clear, relevant processes
• Collaborate with cross-functional teams to escalate and resolve complex issues effectively
• Produce timely solutions to customers’ everyday bugs
• Identify system limitations
• Push through bug and feature requests to the Product Development Team
• Own the voice of the user, creating an internal feedback loop between the product and the customer
• Respond promptly to customer inquiries via phone, email and chat with a focus on technical problem-solving
• Troubleshoot and resolve technical issues related to our products or services, ensuring customer satisfaction
• Document customer interactions and resolutions accurately
• Contribute to the creation and maintenance of support documentation and knowledge base articles

We would love to hear from you if you are someone who:

Essential

• Mid-level, proven experience in a technical support role within a complex, fast-moving and product-focused environment
• Must have front-line experience with speaking to customers via phone and video calls
• Experience working within a SaaS start-up or scale-up
• An understanding of the tech/SaaS space and people skills are required when working with customers. E.g professionalism, compassion, positive tone of voice, adaptability, active listening
• Strong critical thinking skills and the ability to find different solutions to customer queries
• Essential to have experience in programming, theory and understanding
• Great communication skills
• Strong problem-solving skills and ability to think analytically
• Excellent attention to detail, and the desire to deliver high quality
• Ability to work cross-functionally with different teams
• Willingness to work flexibly and occasional out-of-office hours when required
• Strive to simplify
• Ability to adapt to evolving software features, updates, and changes, and convey these changes to clients effectively

Desirable

• Knowledge of Construction Industry and/or Fire Protection
• Bachelor's degree in Computer Science or related field preferred

Where and how you will work

Onetrace encourages a healthy work-life balance and as part of this, we understand the importance of flexibility. You will be expected to work from the office 5 days a week in the first month of onboarding to ensure product and role knowledge is at a proficient level. After completing the first month, we can offer a hybrid office-remote working arrangement that works with the operational requirements of your role and team. As Onetrace expands internationally, there may be times when out-of-hours work is needed to support our clients in different geographies.

What we will offer you

• Equipment
  • We’ll set you up with an Apple MacBook and all the necessary software
  • Standing desk (when based in the office)
  • Tech accessories and Onetrace merch
• Flexible work scheme
  • Offset - Flexible work time outside of business hours for healthcare appointments, emergencies or personal matters
  • Hybrid working options
  • Remote work abroad opportunities
• Holidays
  • 25 days + Bank holidays
• Learning & development
  • Allocated time for personal development and growth, we are open to utilising external learning and development resources when necessary to promote continuous learning within our team
• Our offer
  • Paying up to £40k (based on experience)
  • NEST Pension scheme
  • Regular team socials and company events
  • WeWork membership
  • Weekly fresh fruit deliveries to the office

Diversity

Onetrace is committed to diversity in the workplace and proud to be an equal opportunity employer. If you require a reasonable adjustment, please contact us. All information will be kept confidential and will only be used for applying a reasonable adjustment.

Apply now and become a valuable asset in ensuring the on-going success and innovation of Onetrace!

For an informal discussion about the role, please contact ann.clark@onetrace.app.