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1st Line Technical Support

2 months ago

Little Chesterford, United Kingdom Signagelive Full time

Who we are

Founded in 1997, Signagelive is a global solution provider in the digital signage industry. Our cloud-based platform is available in multiple languages and powers tens of thousands of screens deployed across 46 countries. We are consistently ranked as a top vendor globally and have been selected by customers from small networks to multi-thousand-site deployments across numerous countries. 


About the role

Due to our rapid expansion, we seek an enthusiastic first-line IT Support person to join our dynamic in-house UK Support Team. This position will see the successful candidate dealing with front-line enquiries via email, telephone, and live our Intercom support system, allowing you to become experienced in our software and its use across a wide range of hardware technologies.


In addition, we are seeking a candidate who can use their French-speaking skills to assist our Head of Sales (EMEA) in building customer and reseller relationships. The candidate will be required to provide support with both technical pre-sales and post-sales tasks in French to ensure growth and continued commercial success in France and French-speaking territories.


Key Responsibilities

The successful candidate will report directly to the Director of Technical Services and interact with other global Support and Technical Teams to ensure we deliver a high level of customer support. In addition, these will be the key responsibilities for the role: 


  • Act as a 1st Line IT Support person for all incoming support enquiries.
  • Be capable of troubleshooting the basic and advanced areas of the Signagelive platform.
  • Assist with the replication of issues as necessary.
  • Provide the best level of support possible through our Intercom support platform.
  • Where required, assist from a technical perspective with French-speaking commercial opportunities.
  • Handle all incoming enquiries, ensuring they are communicated with other teams if required.
  • Participate in daily support calls to ensure knowledge sharing and handover of issues.
  • Escalate issues to our 2nd Line and Senior Sales Engineer teams as necessary.
  • Ensure all issues, feature requests, and tasks are logged and communicated to other teams.


What we are looking for

The ideal candidate for this role would need to have the following requirements:


Who are we looking for?

  • You are a confident (but not arrogant), friendly, self-motivated individual with a customer-first attitude to building relationships and winning business.
  • You value working within a team environment where professionalism and respect for everyone you interact with are paramount.
  • You are open, transparent and prepared to own and learn from your mistakes.
  • You are accountable and trustworthy.
  • You have an appetite for learning every day, improving and growing as a person, and contributing to the continued growth and success of Signagelive.
  • You will have a demonstrable track record of delivering great customer service.
  • You are looking for a challenge and an opportunity to shape the future of Signagelive.


Essential Skills

  • Able to speak both fluent English and French.
  • A strong knowledge of PC hardware, the Windows platform and application support.
  • Have excellent communication skills, both written and verbal.
  • Ability to act as a forward-thinking team resource and take ownership of issues.
  • Ability to formulate and express your ideas that will improve our customer experience.
  • You can retain information and have an appetite for learning every day, improving and growing as a person and contributing to the continued growth and success of Signagelive.


Beneficial Skills

  • Ability to communicate in multiple languages.
  • Experience in using ticketing platforms such as Intercom, Zendesk or similar services.
  • Experience in both Software Testing and Documentation.
  • Experience of using Remote Access Software.


Benefits

In addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work:


  • Pension - The company will cover all employee contributions to the Workplace Pension Scheme in addition to employer contributions.
  • Global Company Bonus scheme based on company performance
  • Discretionary Bonus Scheme based on individual performance
  • Discretionary Share Options (after 1-year service)
  • Employee perks and discount scheme
  • 20 days paid leave + public holidays
  • Discretionary paid leave between Christmas and New Year
  • Free Parking


What you can expect from us:

  • Our full support to ensure success from formal onboarding to regular training and advice.
  • Direct access to the local EMEA team and the wider Signagelive Globally team is available through regular web sessions and daily interaction on Slack.
  • A competitive package that rewards you for success without being capped.
  • The opportunity to be considered for Stock Options after your first year of employment.
  • Open and honest feedback on your progress with support to achieve your goals.
  • A friendly and welcoming team who values their colleagues and celebrates their contribution to our continued growth and success.