Technical Support Executive

Unity Five Ltd; Exeter; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Generous holiday 33 days

Holiday buy/sell up to 5 days

Career progression opportunities

Learning and development fund

Enhanced sick pay

Private Medical scheme

Pension scheme

Social events and updates

Job summary

Unity Five Ltd in Exeter is seeking a Technical Support Executive to join our growing SaaS team. This full-time, permanent role is hybrid, offering an opportunity to learn our parking and traffic management software and deliver outstanding client support.

You will handle first-line inquiries, develop troubleshooting skills, and work with second-line engineers to resolve issues. We provide training, a collaborative environment, and clear career progression in a fast-paced software business.

Qualifications

• Great customer service skills and attention to detail.
• A passion for IT.
• Excited and ready to learn, looking to continually improve your knowledge.
• Excellent communication and listening skills, both verbal and written.
• Ability to explain technical concepts to non-technical users.
• Proven strong problem-solving skills.
• Happy to work independently, as well as in a team in a fast pace environment.

Responsibilities

• Grow an in-depth understanding of the products we offer.
• Assist clients with general enquiries, questions and service requests.
• Develop troubleshooting skills to identify, replicate, diagnose, and resolve technical issues within a variety of systems.
• Work with our 2nd line Technical Support to resolve more complex cases.
• Ensure clients are kept up to date with progress and timelines.
• Being part of the 1st line Technical Support Analysts, you will be the first point of contact for clients, building friendly and trusting relationships both via phone and email/helpdesk environment.

Skills

Customer service

Communication skills

Problem solving

IT interest

Teamwork

Job description

Technical Support Executive

£28,000.00 per year

Exeter - Hybrid

Full time, permanent

Job Description

We are a local software business delivering SaaS solutions, the UK’s leading provider of software to the parking and traffic management sector.

Unity5 comes with an open and collaborative atmosphere. Learning and development is encouraged and support is available to help you be the best you can be in your career. Everyone is willing to help each other - we are all working towards the same goals!

Unity5 is transitioning through a huge period of growth after partnering with award winning growth investor and we’re looking for a number of Technical Support team members to be part of this journey!

About the role

• Grow an in-depth understanding of the products we offer
• Assist clients with general enquiries, questions and service requests.
• Develop troubleshooting skills to be able to identify, replicate, diagnose, and resolve technical issues within a variety of systems.
• Work with our 2nd line Technical Support to resolve more complex cases
• Ensure clients are kept up to date with progress and timelines

Being part of the 1st line Technical Support Analysts, you will be the first point of contact for clients, building friendly and trusting relationships both via phone and email/helpdesk environment.

Working Monday to Friday as standard, with evening and weekend to cover urgent issues on a rota basis

What we are looking for from you

Previous experience in an IT role is a bonus, but is not required for this role as full training will be provided. If you don’t have previous IT experience, we are looking for the following qualities:

• Great customer service skills and attention to detail
• A passion for IT
• Excited and ready to learn, looking to continually improve your knowledge
• Excellent communication and listening skills, both verbal and written
• Ability to explain technical concepts to non-technical users
• Proven strong problem-solving skills
• Happy to work independently, as well as in a team in a fast pace environment

Further benefits you will receive

• Generous holiday scheme of 33 days (including BH)
• Ability to buy/sell up to 5 days holiday post probation
• Opportunities for career progression across various departments and roles
• Learning and development fund
• Enhanced sick pay
• Private Medical scheme
• Increased pension scheme
• A collaborative and social team environment: Social events, BBQs, Quarterly company updates hosted by the Directors