Technical Support Specialist

aareon; Manchester; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

Aareon is seeking a Technical Support Executive to ensure our growing customer base has an incredible experience using Fixflo. You will troubleshoot client issues, improve support processes and build relationships with all customers—from SMBs to Enterprise—in a hybrid London setting with a 35-hour week.

You will become a product and industry expert and act as the first point of contact for inbound queries in a B2B environment.

Qualifications

• Aareon seeks applicants who are people-focused and customer-driven.
• Candidate should be self-motivated and capable of multitasking.
• Able to empathise with customers and work in a team.
• Creative problem solving with initiative is valued.
• Comfortable supporting clients via phone, email, or online meetings.

Responsibilities

• Be the first point of contact for inbound support queries in a B2B tech environment.
• Troubleshoot client issues and help resolve bugs or incidents.
• Improve support processes and maintain knowledge bases.
• Build and nurture relationships with customers from SMBs to Enterprise.
• Collaborate with Product to inform updates and product improvements.
• Support integrations and maintain accurate customer-facing documentation.

Skills

People person

Motivated

Multitasking

Empathy

Team player

Creative problem solver

Software & tech interest

Phone/email/online support

Verbal and written communication

Recent graduate

Education

Recent graduate

Job description

Aareon is Europe's established provider of SaaS solutions for the real estate industry and a pioneer of the sector's digital future. With its software solutions, Aareon connects people, processes, and properties-bringing the industry closer together. With the Aareon Property Management System, based on intelligent software solutions, the company enables the efficient management and maintenance of residential and commercial properties and creates digital experiences for all stakeholders. As a reliable and innovative partner, Aareon is committed to progress, positive change, and sustainable living and working spaces for everyone. We value a working environment in which diversity and flexibility are appreciated, cooperation in partnership and mutual support in the team are a matter of course and learning is perceived as an opportunity. Become part of our international team! Become part of #OneAareon! We are looking forward to meeting YOU!

Salary Range: £30,000 - £35,000 per year

Work Location: Hybrid - London

Hours per week: 35

Contract type: Permanent

Role

As a Technical Support Executive, you will help to ensure our growing customer base has an incredible experience using Fixflo. As a technical role, you will be responsible for the troubleshooting of client issues, improving support processes and building relationships with all of our customers - from SMBs to Enterprise. We have a complex product and a large customer base so if you are looking for a rewarding and challenging role, you are reading the right job description! As well as the reactive side to the role, you will also be expected to be proactive in nature. This includes identifying client problems before they are aware of them, being the voice of the customer on internal meetings, and updating customer-facing resources.

You will also:

• Become a product & industry expert and most importantly understand the value and ROI that Fixflo offers our customers
• Act as the first point of call for all inbound phone queries in a B2B technical support environment
• Raise and track bugs, keeping the client in the loop on progress and updating them once fixed
• Help respond to customer and contractor feedback enquiries
• Get involved in the future of Fixflo products, and have the ability to express your opinion on development work taking place
• Become a support owner for some of our integrations, working closely with the Product team on updates/iterations, and ensuring customer-facing knowledge is up to date
• Be hands-on to maintain and optimise both our internal and client-facing knowledge bases
• Be creative in the support you offer, and share any ideas you have to improve the way in which we offer support and training to our clients

Qualifications & experience

• You're a passionate people person, and like engaging with customers
• You're driven and self motivated - you want to excel at what you do!
• You thrive in a multitasking environment and can organise your time efficiently
• You believe in understanding and empathising with customers
• You are a team player who works and engages with others to achieve results
• You are a creative problem solver and can work with initiative, offering new ideas/solutions to improve things
• You want to work with software and innovative technologies
• You are comfortable supporting clients over the phone, email or online meetings
• You have excellent verbal and written skills
• You are a recent graduate looking for opportunities in a growing business

Nice to have (or excited to learn)

• Interest in tech/SaaS/Proptech
• Tech savvy and willing to learn new tools
• If you have had past experience in any kind of customer support/service role - amazing! If not, come and learn from us!