Technical Support Engineer

Callsign; Manchester; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Pension scheme

Private medical cover

Life assurance (4x base salary)

Personal Learning & Development Budget

Cycle to Work Scheme

Company Family Leave

25 days annual leave + Callsign Bank/H

Employee Volunteering Program

Job summary

Callsign in Manchester seeks a proactive Customer Support Engineer to be the first point of contact for clients across our products. You will handle phone, email and chat, triage requests via a ticketing system and work with 2nd/3rd line colleagues to resolve issues.

The role includes an on-call rota and rotating shifts from 7:00 a.m. to 11:00 p.m. Strong English communication and a passion for technology are essential, with at least 12 months in a support role.

Qualifications

• Previous experience in a customer help desk or 1st line support role.
• Strong English written and verbal communication.
• Ability to estimate and execute tasks in a timely manner.
• Willingness to learn and continuously improve.
• Proactive with good teamwork.

Responsibilities

• Handle phone, email, and chat, using a ticket/helpdesk system to manage requests.
• Engage with other teams to prioritise and resolve issues.
• Participate in an on-call rota to provide support outside of regular business hours.
• Coordinate with 2nd and 3rd line teams to resolve incidents.
• Respond efficiently and communicate clearly to ensure customer satisfaction.

Skills

Customer support

English communication

Multitasking

1st line support

Tech passion

Tools

Jira

Job description

Our Customer Support Engineers are the first point of contact for clients needing support across Callsign's products and services. This role delivers efficient, high-quality support via phone, email and chat, using a ticketing system to manage and prioritise requests. Working closely with internal 2nd and 3rd line technical teams, the Technical Support Engineer ensures timely issue resolution and clear customer communication. The role includes participation in an on-call rota and the ideal candidate will be proactive, have a strong passion for technology, teamwork and continuous learning. The successful candidate will already need to hold the right to work in the UK. This role will be based from our Manchester office and be part of our global Customer Support team.

What you'll do:

• Serve as the first point of contact for clients seeking support on our products and services.
• Engage with other teams to help prioritise and resolve issues.
• Participate in an on-call rota to provide support outside of regular business hours.
• Work a rotating shift pattern covering between the hours of 7:00 a.m. to 11:00 p.m.

Key Responsibilities

• Handle various communication channels including phone, email, and chat.
• Utilise a ticket/helpdesk system to manage and track support requests.
• Prioritise and manage multiple demands, coordinating activities with technical 2nd and 3rd line teams.
• Respond efficiently and communicate clearly to ensure customer satisfaction.
• Support the incident management process and participate in the coordination, communication and resolution of incidents as required.

Required Experience

• Previous experience in a customer help desk or 1st line support role.
• Ability to estimate and execute tasks in a timely manner.
• Be able to work with initiative and multitask effectively.
• Strong English written & verbal communication skills.
• A passion for technology, with at least 12 months of experience in a support role.
• A desire to learn and continuously improve.

OPTIONAL/DESIRABLE

• An interest in fraud prevention is beneficial.
• Experience with Jira (Atlassian) is a plus.
• Experience working in a software company ITIL or Service Desk related qualifications Incident management Be someone who seeks opportunities to improve how work gets done Be confident taking responsibility for outcomes & mistakes

Benefits

• Pension scheme with Scottish Widows
• Private medical cover with Vitality
• Life assurance (4x base salary)
• Personal Learning & Development Budget
• Cycle to Work Scheme
• Company Family Leave
• 25 days annual leave plus Callsign Bank Holiday
• Employee Volunteering Program