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Technical Support Coordinator

4 months ago

Cheltenham, United Kingdom Lateral Technology Limited Full time

**Role**: Technical Support Coordinator

**Reports To**:Head of Customer Experience

**Location**:Remote (with occasional days in office in cheltenham) **or** in person in Cheltenham, Gloucestershire.

**UK based applicants only please - full UK work authorisation will be required as no sponsorship is available.**

**Responsibilities**:

- Troubleshooting technical issues and resolving them where possible.
- Escalating issues to the appropriate team members when required.
- Keeping accurate records of support requests and resolutions.
- Communicating technical information to clients in a clear and concise manner.
- Collaborating with other team members to ensure prompt resolution of client issues.
- Providing regular feedback to the development team on recurring issues to improve product quality.
- Staying up to date with product changes and new features.

**Requirements**:

- Strong problem-solving skills and ability to think analytically.
- Excellent communication skills, both written and verbal.
- Ability to work under pressure and multitask effectively.
- Familiarity with SaaS products and cloud-based technologies.
- Good understanding of common web technologies (HTML, CSS, JavaScript, APIs, etc.)
- Familiarity with CRM and support ticketing systems.
- Ability to work independently as well as part of a team.
- Experience in a customer-facing role is preferred.

If you are passionate about technology and enjoy helping clients resolve technical issues, we would love to hear from you. We offer sincere opportunity for career growth as we are entering a stage of hyper-growth after recently launching our software platform in North America.

**Your key deliverables**:

- End to end customer onboarding
- Take instructions from the sales function with regards to onboarding new customers
- Fully understand the customers requirements, identifying workflows, technical configurations and user permissions
- Set-up, configure and train (demos) as per the client’s needs
- Trouble shoot, support and test all technical aspects
- Follow a predetermined client onboarding plan
- Hand-over to the Accounts management team after an initial guarantee period
- Gather customer feedback to identify area where the company can develop and improve
- Work independently to deliver exceptional customer service
- Build good working relationships with new clients to enable them to engage with the platform so they achieve the best ROI
- Work with internal teams to resolve technical issues and coordinate any software activities that the customer will receive
- Identify any operating procedures and processes that can be improved internally in the pursuit of a better customer experience

Carry out such tasks as directed to meet the needs of the business.

**What You Need**:

- At least 12 months experience of on-boarding customer, ideally within a SaaS environment
- Excellent communication skills and be able to competently engage and build relationships with new people
- 100% commitment towards customer satisfaction
- Great attention to detail, with the ability to follow and develop processes to create a great customer experience
- Any experience of working with a CRM / automation software / Councils / credit control would be highly advantageous but not essential

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00-£30,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee stock ownership plan
- On-site parking
- Referral programme
- Sick pay
- Wellness programme

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Loyalty bonus
- Performance bonus

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- Customer Service: 1 year (preferred)
- Technical support: 1 year (preferred)

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in Cheltenham