Technical Support Analyst

Street Group; Manchester; Hybrid; GBP 28,000 - 30,000; Full time

Benefits offered by this job

Hybrid working up to 3 days

Annual L&D budget of £500

£1,000 holiday contribution

Birthday leave

2 paid volunteering days

Free drinks every Friday

Team events and outings

Cycle to work scheme

Electric car salary sacrifice scheme

Job summary

A leading PropTech company in Manchester is seeking a client support specialist to enhance customer experience through effective training and support. You will be responsible for engaging with both new and existing clients, providing technical assistance, and conducting training workshops. The ideal candidate will have experience in customer service or IT support, strong communication skills, and a passion for technology. The role offers a hybrid working model with an annual salary ranging between £28,000 and £30,000, depending on experience.

Qualifications

• Commercial experience in either a customer service or IT Support role.
• Ability to manage expectations and understand problems clearly.
• Passion for technology and the willingness to learn more.
• Highly organized with excellent time management skills.
• Calm and positive under pressure.

Responsibilities

• Provide first line support for customers via various communication channels.
• Conduct training sessions for clients and internal teams.
• Filter technical queries and escalate as necessary.
• Support and troubleshoot API-related issues.
• Gather feedback and communicate with development teams.

Skills

Customer service experience

IT support experience

Communication skills

Self-starter

Time management

Problem-solving

Job description

Location & Salary

📍 Manchester (Hybrid, up to 2 days WFH) | 💰 salary on offer up to £28,000 - £30,000

About Street Group

Street Group is one of the fastest-growing PropTech companies in the UK. We want to be the leading creator of delightful experiences for everybody involved in buying, selling, renting and letting property, regardless of their involvement, to improve the industry for everybody by elevating UK Estate Agencies through world‑class technology.

Role Overview

As our client base rapidly expands, we’re entering a pivotal moment of growth to ensure we can continuously support both our new and existing clients. If you join us, you’ll be helping to improve the property industry for everyone by conducting training sessions for our new Street.co.uk clients and conducting dedicated in‑person sessions at the pre‑go‑live stage, as well as follow‑up sessions. You’ll have the autonomy to plan your diary and design workshops, while always going above and beyond to help customers navigate the system with confidence.

Responsibilities

• Becoming an expert on the platform.
• Acting as the first line of support for any incoming questions or queries that our customers have via email, live web chat, video call or phone.
• Working closely with our Client Services Executives to filter out the more technical and time‑dedicated tickets which you will take on.
• Being able to make the call of when to elevate more complex tasks to our Street Engineering teams.
• Proactively looking at ways to build your knowledge of our products Street.co.uk and Bridge.
• Support and troubleshoot API‑related issues, ensuring timely resolution and effective escalation where required.
• Working with a variety of customers from small independents through to large multi‑branch estate agencies.
• Responding to any system bugs reported by the client and escalating this to the development team where necessary.
• Obtaining customer feedback and feature requests, ensuring these are communicated appropriately to the development team.

Qualifications

• You’ll have commercial experience in either a customer service or IT Support role.
• You’ll be confident in holding conversations with the wider Street Group team as well as clients, managing expectations and asking the appropriate questions to build a full understanding of the problem.
• You’ll have a passion for technology and websites and an enthusiasm for developing this knowledge even further, possibly into software development.
• You’re a self‑starter who can take initiative where required.
• You’ll have outstanding communication skills, both written and verbal.
• You’re highly organised and experienced at time management and prioritisation.
• You’re calm and collected under pressure whilst keeping a happy and positive mindset.

Research has shown that women tend to rule themselves out of applying for jobs unless they meet 100% of the requirements. If you fall into that category and were about to rule yourself out based on the above criteria; please consider applying anyway. We'd love to see your application!

Why Join Street Group?

• 🚀 Joining a new team in an exciting business with huge ambition.
• 👥 Be a part of something bigger – everyone in our team is passionate about improving the entire property industry! It's a huge goal, but it motivates us to do better every single day.
• 🏠 Hybrid working – you can work from home up to 3 days per week.
• 💪 Joining a culture that supports your development and encourages growth.
• 📚 £500 yearly L&D budget for your career development.
• 🏖️ Guilt‑Free R&R – £1,000 towards a holiday after your first year with the team (we’ll even cover the tax!).
• 🎂 Your birthday on us – we pay, you stay away.
• 🙋 ‘Give something back’ – 2 paid days volunteering on us.
• 🍻 Fully stocked fridge and beers (or an alternative) on us every Friday afternoon.
• 🎊 Company and team off‑sites, events and happy hours.
• 👩🏿💻 A chance to work on cutting‑edge technology.
• 🚴 Cycle to work scheme.
• 🚘 Electric car salary‑sacrifice scheme.
• 🐶 Comfortable relaxed office space – office dogs welcome!
• 🌍 Feel good about sustainability – we are a climate positive company!
• 👶 Enhanced maternity, paternity & adoption pay.
• 🧠 Mental health & well‑being support via Health Assured.
• 🧘🏿 Regular wellbeing initiatives.

Salary

Up to £28,000 – £30,000 basic, dependent on experience. However, sometimes the perfect person is far more or less experienced than we anticipated. In these situations planned ranges go out the window. If you think that might be the case, please apply and just let us know.

Equal Employment Opportunity

We care deeply about helping the tech industry become a more inclusive and diverse place and we work hard to lead by example. We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all. Candidates must be eligible to live and work in the UK and be able to perform the work specified.

Interview Process

🕧 Interview Process: 2 stages = Introductory call with one of our Talent team > Hiring Manager Interview.

We want to make our interviews as inclusive as possible, so if you need any adjustments made, or if there's anything you think we should be aware of during the interview process, please do let us know!