Technical Support Specialist

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Responds to support calls, chat, email, and other communications from users with questions related to hosted software, connectivity, printing, and similar issues.

• Collaborates with customers to reproduce, investigate, and resolve challenges associated with computer software, servers, applications, networking, and hardware, while ensuring cases align with current SLGs.

• Assists customers through diagnostic and troubleshooting procedures, which may involve using diagnostic tools and software or adhering to verbal instructions.

• Identifies and troubleshoots application alerts generated by the company's monitoring software.

• Recognizes and escalates complex or unresolved tickets to higher-tier support or the product team, ensuring swift and accurate resolutions.

• Works in partnership with internal staff and third-party vendors to investigate and resolve customer issues.

• Detects recurring case generation problems and collaborates with internal and external teams to find and implement lasting solutions.

• Contributes to fostering a culture of continuous improvement within the support team and the broader organization.

• Conducts application quality assurance in support of new customer setups, upgrades, or patching.

• Ensures timely responses to customer challenges and shares information according to our documented security policies.

• Confirms that all change management processes are adhered to and documented as per current guidelines.

• Develops Knowledge Base articles to document fixes for common customer issues.

• Keeps documentation of all actions taken and customer interactions in the appropriate support cases.

• Exhibits exceptional verbal and written communication skills with both customers and internal teams.

• Successfully completes training within the timeframe set by the business.

• Maintains up-to-date knowledge of technological advancements and trends.

⛳️ Requirements

• 2-4 years of experience in IT customer support, particularly with a focus on applications.

• Experience with applications such as Primavera, Autodesk, ESRI, or equivalent tools is preferred.

• Familiarity with Windows Operating systems, including Server 2016 and 2019.

• Knowledge of construction project management processes and procedures is an advantage.

• Skilled in the installation and configuration of hardware and software.

• Intermediate understanding of troubleshooting application infrastructure.

• Capability to manage case escalations, troubleshoot error messages, implement fixes, and identify appropriate escalation paths when unable to resolve issues.

• Proficient in explaining technical issues to both technical and non-technical employees and customers.

• Outstanding communication and interpersonal skills.

• Ability to work independently as well as collaboratively within a team.

• Strong attention to detail and a commitment to delivering quality work.

• Excellent analytical and problem-solving abilities.

• Bachelor’s degree in Computer Science or a related field is preferred.

• Ability to work fully remote from Monday to Friday, including a weekend on-call rotation at least once every four weeks and a minimum of three bank holidays per year.

🏝️ Benefits

• An entrepreneurial culture where individuals are empowered, leadership is approachable, and your ideas are genuinely valued and acted upon.

• A workplace where senior leaders act as partners—fostering innovation and supporting your professional development.

• A team that shares a passion for cloud technology, digital transformation, and delivering exceptional customer service.

• A highly collaborative environment where everyone feels connected and engaged—regardless of their location.

• Additionally, a comprehensive benefits package, including private healthcare, dental and vision coverage, life insurance, pension contributions, and more.