Technical Support Agent

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We are looking for Technical Support Agents to work directly with customers, helping them use our software effectively, diagnosing technical issues, and carrying out remote support and remedial work. The role involves working with Linux-based systems and relational databases, making it ideal for candidates with an interest in developing practical technical skills. Comprehensive training is provided, and you will be supported by an experienced and collaborative team, so in-depth platform knowledge is not required from the outset.

• Build and maintain an understanding of internal software platforms and supporting systems
• Investigate, diagnose, and resolve technical issues via remote access
• Handle inbound customer queries and provide clear, practical solutions
• Explain system functionality and issue resolution in an accessible way
• Participate in an out-of-hours support rota (approximately 1 week in every
  8)
• Escalate complex issues in line with internal procedures
• Maintain accurate and detailed support logs to a high standard
• Communicate professionally and effectively with customers and colleagues
• Take part in ongoing training as systems and functionality evolve
• Maintain a tidy, professional working environment
• Proactively keep technical knowledge up to date

• Are highly organised, with strong time management and prioritisation skills
• Communicate clearly and confidently, both verbally and in writing
• Are motivated to learn new systems and technologies
• Take pride in providing a high standard of customer support
• Have strong attention to detail and a conscientious approach to work
• Are reliable, committed, and enjoy working as part of a team

• Strong general IT skills and confident computer use
• Accurate keyboard skills
• Proven experience in a customer service, helpdesk, or support-based role

We are a supportive and flexible employer, committed to creating an inclusive and positive working environment where people can grow and succeed.

• Competitive salary based on experience, with annual reviews
• Performance-related bonus scheme
• Flexible working arrangements
• 25 days annual leave plus bank holidays
• Long service holiday awards
• Life assurance
• Employer pension contributions
• Team-led social events and on-site facilities

• Associate

• Full-time

• Customer Service

• Staffing and Recruiting

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