2nd Line Support

2 weeks ago

Northampton, United Kingdom Sign In App Limited Full time

Location - Northampton/Hybrid Working

Hours - Monday to Friday

08:00 - 18:00

Holiday - 25 days

**About us**

Sign In App is the smart and flexible way to sign in staff, visitors and contractors. With a vast community of over 12,500 sites across 60 countries, Sign In App is one of the world’s fastest growing visitor management platforms.

Our four core values are **Respect**, **Responsibility**, **Positivity** and **Honesty**. We believe that having these values at the root of our business, we have created a harmonious and enjoyable environment where people can thrive.

**The Role**

To deliver outstanding customer experiences, support existing Sign In App customers and resellers from around the globe, while helping to grow our community by gaining new customers.

**Responsibilities**
- Efficiently manage a queue of support tickets
- Work with clients to troubleshoot problems and identify bugs
- Find solutions for more complex client requirements
- Escalate issues when appropriate
- Act as a point of contact for product related questions, both internally and externally
- Inbound and outbound support calls
- Sign In App product demonstrations and client onboarding sessions
- Contribute to a shared knowledge base
- Assist with quality assurance (QA)

Carry out any duties at all times in accordance with the company’s policies including Equality and Diversity and Health and Safety.

**Security responsibilities**
- Ensure to limit the risk of personal data breaches in line with the Company Data Protection Procedure
- Adhere to the company Information Security Policy (S-004) and other ISO 27001 policies

**Skills required**
- Ability to solve problems, think quickly, and be a fast learner
- Excellent reading and writing comprehension
- Great telephone manner
- Good basic understanding of computers (preferably Mac)
- Interested in software and keen to learn more
- Excellent organizational skills
- Previous experience in an IT support base role (1-2 years desirable)

**Metrics for success**

The support and customer experience team at Sign In App deliver excellent customer service and we’re looking to grow the team. Here’s how you can be part of that journey and be successful in your new role

This job description is not exhaustive, other duties commensurate with the post may be required from time to time, which are not shown here. It will also be used as a basis for the determination of objectives and performance required.

**Salary**: £24,000.00-£30,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Life insurance
- On-site parking
- Private dental insurance
- Private medical insurance
- Referral programme
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Northampton: reliably commute or plan to relocate before starting work (required)

Work Location: One location

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