Technical Support Associate

2 months ago


Edinburgh, United Kingdom DirectID Full time

DirectID is growing fast and thoughtfully. We are a remote first organisation and have been recognised as one of Scotland’s top 10 most flexible employers. We know we're not just building world-class products but also a world-class team and a set of sustainable development practices that will continue to deliver value as we scale. We believe that the best work comes from cross-functional, self-organising, and diverse teams that take ownership of their processes and practices. You will be trusted to make things happen.

Our people set us apart and these are some of the words they use to describe our culture: Flexible, Fast, Compassionate, Potential, Professional, Fun.

Our values have grown organically through our behaviours and outcomes, driving everything we do We’re a Clan, With one Shared Vision, For our Customers and Brave at Heart.

Our Mission is to revolutionise the market by changing traditional credit scoring to become inclusive, real-time and fair. To do this we will create a global credit score that has a positive impact to both customers and end users.

**Your Role**

After a successful funding round we are now ready to scale our teams by 50%. As a Technical Support Analyst with DirectID, you will be part of the Technical Support Team, striving to help our customers achieve their goals.

You will be the first line of support for our business customers from onboarding, through launch and during their journey with DirectID. Our customers need a safe pair of hands that they can trust to pick up their questions and find them the answers they require within the agreed timescales set out in our SLA's. The role involves working closely with the Customer Success Team and liaising with our Engineering and Product Teams to solve problems and provide customer feedback.

We’re looking for someone who has a passion for helping people, creative thinking, the ability to forecast what customers might be looking for and a strong desire to learn about the product. Training will be provided to get to an understanding of basic support first and then adding to your knowledge to allow for more in-depth investigations.

**Requirements**:

- Great attention to detail
- Great written and spoken English
- Ability to focus on priorities to drive business performance
- Experience at analysing logs
- Strong technical support experience
- Understand of API’s
- Great communication skills with colleagues, effective by listening and sharing information
- Commitment to team initiatives and goals
- Ability to think through options thoroughly and be open to flexible solutions
- Experience of contributing to a positive role within team
- Passion for continuous improvement
- Seeks appropriate guidance when required
- Experience of writing up processes and knowledge base articles
- An aptitude to be proactive
- Understanding to know when to ask for help

**Desired**
- Previous experience with working with Zendesk and support for SaaS businesses could be beneficial
- Experience of PowerBI
- Experience of SQL
- Experience of Microsoft Azure
- Experience of Postman

**Benefits**
- Remote first work from anywhere
- £28,000 - £30,000 Gross + Pension
- Uncapped bike to work scheme
- Monthly company wide recharge time
- Clan events and workshops from Christmas parties in Scotland to Team Building in Spain
- Wellbeing Series from Yoga and Meditations to Vision boarding and Nutrition
- Generous holiday allowance of 33 days inclusive (we will insist you take it)
- Home working contribution to set up (get comfy we want you to stay)
- Complete Flexible working, work in the way which works for you, we are outcome based after all:

- )
- Private Medical Insurance - Watch this space
- Various awards for following our Clan values


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