Technical Support Specialist

ZipRecruiter; Wembley; On-site; GBP 25,000 - 30,000; Full time

Job summary

An innovative company is seeking a Graduate Technical Support Executive to join their dynamic team in Wembley. This role offers a fantastic opportunity for recent graduates or those with some experience in desktop support to kickstart their career in the SaaS industry. You will serve as the first point of contact for customers, addressing their software and hardware inquiries while honing your customer service skills. With a supportive team environment and clear progression paths into Customer Success, this position is ideal for those eager to grow in a tech-focused role. Enjoy 22 days of holiday plus your birthday off as you embark on this exciting journey.

Benefits

22 Days Holiday

Birthday Off

Qualifications

• Interest in developing a career in Customer Support or Success.
• Experience in a similar support role is a plus.

Responsibilities

• Monitor and respond to helpdesk requests effectively.
• Provide technical support for hardware and software issues.

Skills

Verbal Communication

Written Communication

Customer Service

Problem-Solving

Time Management

Troubleshooting

Education

Basic Work Experience

Degree in Relevant Field

Tools

Helpdesk Software

Various Computer Software

Job description

Job Description

Graduate Technical Support Executive - HR Software

Salary - £25,000 - £30,000

Progression potential to Customer Success

Route into the world of SaaS

22 days holiday + your birthday off

This role is perfect for a graduate with some basic work experience, or perhaps someone with no degree but with 1 or two years experience in desktop support. You'll work within a growing and thriving team to support customers on software and hardware support issues as a 1st line agent.

The Company

A pioneer in Software as a Service (SaaS) workforce management and access control solutions. With its own intuitive software platform and biometric hardware devices, the company is an innovator with over 30-years’ experience as a total solutions provider helping thousands of organisations across EMEA operate more efficiently, save money, and keep people and assets safe.

The Role

As a member of the Technical Support Team, you will be responsible for a host of reactive and proactive customer activities. You will be the primary point of contact via telephone and email for customers with support queries.

You will be used to working in a team, and have great interpersonal skills both internally, and externally.

The successful candidate will be required to be in the Wembley office 5 days a week.

Responsibilities

• Monitoring and responding effectively and quickly to requests received via the helpdesk and effectively triaging and allocating ticket
• Managing and owning the technical support mailbox, creating support tickets when appropriate and managing as above.
• Providing technical support or assistance for incoming issues and concerns related to hardware, software and systems at the first response level via email or phone call and registering tickets when appropriate.
• Assisting with the scheduling of engineers to attend customer site
• Dealing with basic administration for the team – booking hotels etc.
• Reporting significant or recurring problems to the tier-2 support team and gathering feedback to determine issues and patterns so that they can be resolved, or FAQs can be provided to clients to help them troubleshoot the problem themselves
• Assisting workshop with preparation of devices for shipment and arranging collection from engineers

The Person

• This may be your first role, but you will have an interest in developing a career in Customer Support or Customer Success within a tech company.
• Or you'll have worked in a similar support role before, but looking for a step up
• Excellent verbal and written communication skills
• Excellent customer service and problem-solving skills
• Good computer skills and the ability to troubleshoot software-related problems
• Proficiency in various computer software
• Ability to prioritise tasks
• Time management skills and attention to detail