Technical Support Representative

OneUp Sales; United Kingdom; Remote; GBP 30,000 - 50,000; Full time

Job summary

A forward-thinking company is seeking a Technical Support Representative to join their fully remote team. This role is perfect for self-starting individuals who thrive in a dynamic environment. You'll be the first line of support for clients, utilizing your technical knowledge to resolve issues and improve the platform. With a focus on customer satisfaction, you'll manage queries while collaborating with engineering and product teams to enhance service delivery. Enjoy a culture that values teamwork, creativity, and personal growth, with generous perks including 25 days of paid holiday and private health insurance. If you have a passion for problem-solving and a desire to make an impact, this opportunity is for you.

Benefits

25 days paid holiday

Private health insurance

Monthly wellbeing budget

Home office budget

Quarterly team get-togethers

Annual retreat

Remote working flexibility

Progression opportunities

Qualifications

• Experience in a customer-facing role, preferably technical.
• Understanding of JSON and SQL is essential.

Responsibilities

• Manage customer support queries via live chat, email, and phone.
• Investigate bugs and summarize customer issues for the engineering team.

Skills

Customer Service

Technical Support

Problem Solving

Self-Organisation

Creative Thinking

Adaptability

Communication Skills

Tools

SQL

JSON

CRM Systems

Job description

Built by a remote team of forty based all over the UK, OneUp is a reporting & gamification platform used by ~350 recruitment agencies around the world.

We've been growing our team since the business was founded in 2015, and we're still going!

We're looking for self-starting, ambitious individuals to join us on the next part of our business' journey in 2025.

The Important Bits

• 25 days paid holiday + bank holidays + birthdays off + extra at Christmas
• Vitality private health insurance, plus a monthly wellbeing budget
• Fully remote role with fully expensed team meetups every 6 weeks
• Reporting to the Support Team Lead, Tom Moverley-Foster

We have five core values we recognise and celebrate across the team:

• Don't be a dickhead - ego, selfishness and unprofessionalism alike aren't tolerated at OneUp
• Team first, always - the team comes before self, and before the company
• Impact over effort - go the extra mile where necessary, but do so in balance
• Enjoy the journey - find joy in the day-to-day, not the end destination
• Be the change you seek - see a problem? Bring a solution!

As well as being aligned with our values, we put a lot of importance on new members having solid soft skills:

• Self-organisation
• Creative thinking
• Adaptable/flexible
• Able to be autonomous and use initiative

The Role

Technical Support Representatives at OneUp serve as the first line of support to our client base, juggling all inbound questions and queries. Being a friendly, approachable individual, you are always able to remain professional and tactful while delivering advice and support to any customer that requires it.

With a superior understanding of the OneUp platform and a strong ability to apply your technical knowledge to new problems, you can resolve any issue by inventing creative and appropriate solutions quickly. Being able to context switch like a pro, you understand the differing levels of priority for each query and can manage the rapid-fire tier 1 questions alongside the more challenging tier 2 projects, adjusting your workflow to suit this.

Often being the first to hear about bugs or platform improvement requests, you work closely with the Engineering and Product departments to ensure all important information is communicated swiftly and clearly in order to continually move the product forwards, as well as working alongside your colleagues in the Delivery team who set up our product for new customers, and liaising with our Customer Success function to be in the know when clients require special attention.

Above all, you are a problem-solving enthusiast who is never deterred by failure; if a solution cannot be found, you explore more options!

Key Responsibilities:

• Take ownership of customer support queries via live chat, email, and telephone while maintaining our high SLA and customer service standards
• Manage client expectations, ensuring they are always up to date on our progress with their queries
• Dig into customer data by writing SQL queries to uncover configuration or data issues
• Manage and deliver metric and configuration change requests from clients
• Investigate bug reports and summarise customer issues/feedback to the Engineering and Product teams
• Continuously build out our external and internal knowledge-bases with resources to enable clients to self-solve common issues, and for other colleagues to easily resolve a problem, should it appear again

Minimum Requirements:

• Experience in a customer-facing role, preferably a technical one
• Technical by nature, with an understanding of JSON & SQL
• Ability to context switch and stay organised (you'll be managing several queries at once)
• Level-headed and able to manage customer demands at scale
• Be warm, friendly and consultative
• Be tech savvy; you'll be learning the inner workings of a lot of systems!
• Ability to work comfortably from home in a dedicated space
• Be comfortable travelling (both within the country and overseas) to meet the rest of your department and the wider team at our scheduled meetups
• Previous experience in a technical support position
• A good understanding of CRM systems
• Knowledge of recruitment companies and their processes
• Experience in a growing B2B SaaS organisation
• Experience dealing with senior employees in a business (directors & C-Suite)

The most important part - we promise there's no BS:

• 25 days paid holiday + bank holidays + birthdays off + extra at Christmas (we're in the top 10% for time off in the UK)
• Zero-excess, full cover private health insurance (including dental, visual, and auditory cover)
• Monthly wellbeing budget (via withjuno.com)
• An office budget to get you set up working from home, if required
• Fully remote working with a twist; in-person team days every 6 weeks, quarterly company get-togethers, and an annual retreat to keep our culture rock solid
• A high-performing team without the toxic culture
• Progression opportunities for those who want to earn it

Applying for the role

If you've read this far, we hope you like what you've seen! If you're interested in joining our team, you can apply via the link at the top of this job ad. Instructions on what you'll need to provide can be found there.