Software Support Technician

iamproperty; Newcastle upon Tyne; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading property technology company based in Newcastle upon Tyne is looking for a Software Support Technician. This role involves providing first-line support to clients using their innovative solutions, troubleshooting software issues, and ensuring high-quality client service. Ideal candidates will have experience in support roles and excellent communication skills. The position offers a hybrid work model and a comprehensive benefits package.

Benefits

Private counselling

SimplyHealth private healthcare plan

£150 wellbeing allowance per year

Working elsewhere policy

Hybrid working

Buy and sell annual leave scheme

Qualifications

• Experienced in a Support or Service Desk role; knowledge of Zendesk or Jira is a plus.
• Confident using Microsoft Office and Teams.
• Ability to explain things simply to clients.
• Experience in the property industry is a bonus but not essential.

Responsibilities

• Provide first-line support via phone, live chat, and email.
• Troubleshoot issues and guide clients through software functionality.
• Manage and update support tickets in Zendesk.
• Escalate complex queries to the Product Support team.

Skills

Support or Service Desk experience

Microsoft Office proficiency

Excellent communication skills

Calm under pressure

Organisational skills

Problem-solving skills

Tools

Zendesk

Jira

Microsoft Teams

Job description

We founded iamproperty to do the things no one else was doing, but we’ve grown because we have the best people. It’s our team who drive our success and help make our culture unique, creative, and filled with personality.

With over half our staff working remotely, location is not an issue either. Hiring people from all over the country has enabled us to broaden our reach, further adding to our diverse mix of teammates.

We currently have over 750 talented members of staff who share one vision, working together to transform the property industry and helping our Partner Agents succeed!

From CRM and auction to compliance, onboarding and conveyancing, our solutions work behind the scenes to give agents choice and control. We’re already working with over 6,500 UK Estate Agency branches to accelerate their success today, with a market leading ecosystem of solutions that ensures they have everything they need to manage their business, team and clients.

What can we offer you?

We’re proud to offer a benefits package that supports our team in work and life. From enhanced flexibility and working from anywhere to your birthday off, an annual wellbeing allowance and our own discounts portal

• Private Counselling with a weekly confidential helpline available
• SimplyHealth private healthcare plan
• £150 Wellbeing Allowance per year
• Working elsewhere policy (4 weeks per year)
• Hybrid working
• Buy and sell annual leave scheme (up to 3 days per year)

What will you be doing as Software Support Technician?

You’ll be the first point of contact for our clients, supporting their use of our innovative solutions - including iamproperty CRM, movebutler and Marketing Toolkit.

• Provide first-line support via phone, live chat, and email.
• Troubleshoot issues and guide clients through software functionality in clear, jargon-free language.
• Use tools like Microsoft Teams or GoToAssist to remotely resolve client issues.
• Manage and update support tickets in Zendesk, ensuring timely follow-up.
• Escalate complex queries to our Product Support team when needed.
• Work closely with Account Managers to ensure clients receive high-quality support.
• Share feedback and insights to improve training resources and product usability.
• Support testing of new features and contribute to process improvements.

What are we looking for?

• Experienced in a Support or Service Desk role (Zendesk or Jira knowledge a plus).
• Confident using Microsoft Office and Teams.
• It’s a bonus if you have experience in the property industry, but it’s not essential.
• An excellent communicator with the ability to explain things simply.
• Calm under pressure, with strong organisational and problem-solving skills

Next steps

We would love to hear from you if you are interested in this opportunity! Once you have clicked apply and submitted your application, if successful, a member of the Recruitment team will be in touch to chat more!

We encourage people of all backgrounds, identities and abilities to apply. We are committed to creating an accessible and inclusive experience for all candidates - if you need any reasonable adjustments to support your application or interview process, just let us know how we can help!

Thank you for the initial interest in joining iamproperty and we wish you luck moving forward in your application process!