Support Technician

InVentry Ltd.; Leeds; Hybrid; GBP 24,000 - 32,000; Full time

Job summary

InVentry Ltd. in Leeds is seeking a friendly and motivated Support Technician to join our growing Support Team.

You’ll be the first point of contact for our customers and ensure an excellent support experience by assisting with technical issues. You’ll work directly with customers to resolve software and hardware problems, provide guidance on our products, and stay clear, helpful, and professional while meeting team KPIs.

Qualifications

• Technically minded with ability to troubleshoot software and hardware issues.
• A logical and confident problem-solver.
• Friendly, warm, and customer-focused.
• A strong team player with a one team mentality.
• An attentive listener with clear communication skills.
• Keen to learn, develop, and grow in a technical support role.

Responsibilities

• Answering incoming customer calls and live chats.
• Responding to and managing support tickets using Zendesk.
• Owning assigned tickets and keeping customers informed of progress.
• Accurately logging all queries and issues on the ticketing system.
• Providing remote support while following documented processes.
• Guiding customers through solutions and training materials, promoting self-service where appropriate.
• Building strong knowledge of our products and services.
• Contributing to support documentation and knowledge base content.
• Working towards individual and team KPIs.

Skills

Troubleshooting

Customer focus

Team player

Active listening

Learning mindset

Job description

We’re looking for a friendly and motivated Support Technician to join our growing Support Team. This team plays a vital role within the organisation, acting as the first point of contact for our customer base and delivering an excellent support experience.

You’ll work directly with customers to resolve technical issues, provide guidance on our products, and ensure every interaction is clear, helpful, and professional.

What You’ll Be Doing:

• Answering incoming customer calls and live chats
• Responding to and managing support tickets using Zendesk
• Owning assigned tickets and keeping customers informed of progress
• Accurately logging all queries and issues on the ticketing system
• Providing remote support while following documented processesGuiding customers through solutions and training materials, promoting self-service where appropriate
• Building strong knowledge of our products and services
• Contributing to support documentation and knowledge base content
• Working towards individual and team KPIs

What We’re Looking For:

• Technically minded with a strong ability to troubleshoot software and hardware issues
• A logical and confident problem-solver
• Friendly, warm, and customer-focused
• A strong team player with a "one team" mentality
• An attentive listener with clear communication skills
• Keen to learn, develop, and grow in a technical support role

No matter your background, if you enjoy learning new skills and want to develop your career in a supportive and growing business, we’d love to hear from you.