Technical Support Administrator

5 months ago

Southampton, United Kingdom Working Feedback Full time

**About Us**:
Established in 2006, Working Feedback is an award-winning SaaS company that raises the online profile of business through the collection of customer feedback and reviews. Our innovative platform enhances business reputations, boosts revenue, and elevates the overall customer experience. With our continued success within the healthcare sector; working primarily with dental practices, GP surgeries and care providers, we are extending our client base and expanding our operations to Australia and New Zealand. To support our growth, we are seeking a confident and enthusiastic Technical Support/Administrator to join our dynamic and expanding team.

**The Role**:
As the Technical Support/Administrator you will play a pivotal role to support our team members, customers, suppliers, and software partners by providing assistance with our products and service offering. This is a key role which will ensure that we deliver an exceptional level of service and enable the smooth implementation of our business operations.

**Responsibilities**:

- Answering support calls and e-tickets from our clients
- Developing and maintaining a knowledge base of enquiries you are dealing with
- Assisting our customer success team with enquiries they encounter of a technical nature
- Assisting 2nd line technical support in troubleshooting and testing of our SaaS platform
- Liaising with our software partners to ensure high level of service for our clients

**Personal Qualities**:

- Exceptional communication skills, enabling the clear and concise delivery of technical information to non-technical individuals.
- The ability to swiftly identify, analyse, and resolve technical issues with efficiency and accuracy.
- Proficiency in task prioritisation and time management, ensuring deadlines are met and issues are promptly addressed.
- A keen eye for detail, ensuring meticulous documentation of incidents, troubleshooting procedures, and resolutions.
- Adaptability to evolving technology and business landscapes, coupled with a readiness to acquire new skills and knowledge.
- A commitment to understanding and fulfilling customer needs, with a relentless focus on delivering outstanding

**Desired Technical Skills**:
A comprehensive onboarding program and on the job training will be provided however, we are looking for someone with experience of the following:

- Windows OS technical and software support
- Knowledge of collaboration tools (inc. Slack, TeamViewer, Microsoft Teams etc)
- Detailed knowledge Microsoft Office 365 (mainly Excel & Outlook)
- Knowledge of WordPress and HTML is an added bonus

**Personal Requirements**:

- Must be fluent in reading and writing English
- Able to travel to our offices with occasional travel to customer locations

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

Pay: £24,000.00-£26,000.00 per year

**Benefits**:

- Company events
- Company pension
- On-site parking
- Private medical insurance
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Quarterly bonus

Work Location: Hybrid remote in Southampton, SO32 2HN

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