Technical Support Executive

Zap; United Kingdom; Remote; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company as a Technical Support Executive, where you will be the first line of support for users navigating innovative digital solutions. This role offers the opportunity to help clients troubleshoot issues, provide guidance, and enhance their experience with cutting-edge products. With flexible hours and a fully remote work environment, you can balance your professional and personal life effectively. Enjoy a competitive salary, generous bonuses, and a minimum of 34 holidays a year. If you are passionate about technology and customer service, this position is perfect for you!

Benefits

Company Bonus (10% of salary)

Service Bonus (£1,000 per annum)

Flexible Hours

34 Holidays a Year

Extra Day Off for Birthday

Remote Working Tools Provided

Full Private Healthcare & Dental Coverage

Pension Plan

VIVUP Staff Benefits & Wellbeing Platform

Best Place to Work Certified

Qualifications

• Proven experience in technical support or customer service roles.
• Strong understanding of technology related to digital marketing.

Responsibilities

• Troubleshooting and resolving technical issues for clients.
• Documenting customer interactions and collaborating with teams.

Skills

Technical Support Experience

Customer Service Skills

Problem-Solving

Communication Skills

Organizational Skills

Tools

Ticketing Systems

CRM Tools (e.g., Slack)

Job description

Join Our Team as a Technical Support Executive!

Zap is on the lookout for two dedicated and friendly Technical Support Executives to help our clients navigate our digital solutions with ease. In this role, you will serve as the first line of support for our users, ensuring they have a smooth experience with our products and services.

You will be responsible for troubleshooting issues, providing guidance, and resolving technical problems, all while delivering exceptional customer service. If you have a passion for technology and helping others, we want to hear from you!

Shift patterns for this role will be:

• 1 x Monday - Friday (9am-5pm)
• 1 x Monday - Friday (2pm-10pm)

Requirements

What you'll be doing:

• Responding to customer inquiries via phone, email, and chat
• Troubleshooting and resolving technical issues related to our products and services
• Providing guidance and support to clients on product usage and best practices
• Documenting and tracking customer interactions and technical issues in our system
• Collaborating with internal teams to escalate issues and improve product offerings
• Staying updated on our products and industry trends to provide informed support

What we're looking for:

• Proven experience in a technical support or customer service role
• Strong understanding of technology and software related to digital marketing and web development
• Excellent verbal and written communication skills
• Problem-solving mindset with a focus on customer satisfaction
• Ability to work independently as well as part of a team
• Experience with ticketing systems and customer relationship management (CRM) tools such as Slack is a plus
• Technical knowledge related to troubleshooting websites, emails, or applications is preferred
• Strong organizational skills and attention to detail

Benefits

• Salary is competitive, negotiable and dependent on experience
• Company Bonus 10% of salary once company goals are met or at the company's discretion which has been paid the past 5 years in a row
• Service Bonus of £1,000 per annum paid into your monthly salary up to 5 years / £5,000
• We operate on a flexible hours system. That means that while your usual hours will be during normal business hours, you have plenty of flexibility within that. Want to take a long lunch break? No worries. Do your best work at 6 am? Go for it
• We're a fully remote team, so no 8 am commutes into work
• Work hard, play hard - we offer a minimum of 34 holidays a year (2 weeks of which can be taken over Christmas)
• You'll also get an extra day off for your birthday, so no awkward work birthday parties
• We have a quarterly all-team meeting, which ends in a monthly all-team social
• We supply any remote working tools and equipment you need
• We are Best Place to Work Certified company
• You'll also get full private BUPA Healthcare & Dental coverage
• You will have access to VIVUP - staff benefits & wellbeing platform
• We're a also pension-providing employer

What's next?

We know what it's like not to know what's going on with a job application. Here's how our hiring process usually works:

• We'll review your application and portfolio
• If we love what we see, we'll set up a call with our Head of Client Services and Head of Development so we can get to know you; you can get to know us and see if we're a good fit for each other
• We'll set you a short role related task - so you can show you know your stuff
• Then, we'll get another interview to discuss the task and answer any of your questions Our Digital Director and Founder will join that call
• As long as everything goes well, we'll send you an offer!

NO RECRUITMENT AGENCIES, PLEASE

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service

Industries

• IT Services and IT Consulting