Junior Technical Support Specialist - Route into Tech

ZipRecruiter; Wembley; On-site; GBP 26,000 - 30,000; Full time

Job summary

A leading SaaS solutions provider is looking for an entry-level Customer Support Team member in Wembley. This role offers the opportunity to learn from Customer Success Leaders, engage in diverse customer activities, and develop skills necessary for a career in tech. With 22 days of holiday plus birthday off, this is a great opportunity for recent graduates or those looking to switch industries.

Benefits

22 days holiday + your birthday off

Qualifications

• Interest in developing a career in Customer Support or Customer Success.
• Excellent verbal and written communication skills.
• Ability to troubleshoot software-related problems.

Responsibilities

• Monitoring and responding to requests via the helpdesk.
• Managing technical support mailbox and creating support tickets.
• Assisting with scheduling engineers to attend customer sites.

Skills

Communication

Customer Service

Problem Solving

Time Management

Attention to Detail

Computer Skills

Tools

Various Computer Software

Job description

Job Description

Salary - £26,000-£30,000

Learn from Customer Success Leaders

Progression potential to Customer Success

Route into the world of SaaS

22 days holiday + your birthday off

Are you a recent graduate or someone who recently left education and wants to break into tech? Or perhaps you work in a customer facing role, and are looking for an industry switch? If this sounds like you then get applying...this is an entry level role, but one with a potential progression route through to Customer Success.

The Company

A pioneer in Software as a Service (SaaS) workforce management and access control solutions. With its own intuitive software platform and biometric hardware devices, the company is an innovator with over 30-years’ experience as a total solutions provider helping thousands of organisations across EMEA operate more efficiently, save money, and keep people and assets safe.

The Role

As a member of the Customer Support Team, you will be responsible for a host of reactive and proactive customer activities. You will be the primary point of contact via telephone and email for customers with support queries.

You will be used to working in a team, and have great interpersonal skills both internally, and externally.

The successful candidate will be required to be in the Wembley office 5 days a week.

Responsibilities

• Monitoring and responding effectively and quickly to requests received via the helpdesk and effectively triaging and allocating ticket
• Managing and owning the technical support mailbox, creating support tickets when appropriate and managing as above.
• Providing technical support or assistance for incoming issues and concerns related to hardware, software and systems at the first response level via email or phone call and registering tickets when appropriate.
• Assisting with the scheduling of engineers to attend customer site
• Dealing with basic administration for the team – booking hotels etc.
• Reporting significant or recurring problems to the tier-2 support team and gathering feedback to determine issues and patterns so that they can be resolved, or FAQs can be provided to clients to help them troubleshoot the problem themselves
• Assisting workshop with preparation of devices for shipment and arranging collection from engineers

The Person

• This may be your first role, but you will have an interest in developing a career in Customer Support or Customer Success within a tech company.
• Excellent verbal and written communication skills
• Excellent customer service and problem-solving skills
• Good computer skills and the ability to troubleshoot software-related problems
• Proficiency in various computer software
• Ability to prioritise tasks
• Time management skills and attention to detail

Catch your interest...reach out to Ryan Glover