Technical Support Administrator

1 month ago

Macclesfield, United Kingdom Momentum Instore Full time

Could you be a Technical Support Administrator supporting our clients retail projects? If you are looking for a dynamic role, and thrive in a fast-paced environment, then we’d love to hear from you We work continuously to deliver the best to our clients and staff. We know what’s important and that our people - they are the heart of our business after all

Our mission at Momentum is to help brands and retailers manage their projects seamlessly across thousands of stores. We work with some of the world’s most well-known brands and retailers, managing projects in retail environments from start to finish. From the initial planning stages through to repurposing of materials at the end of the cycle, we are a valued partner to the clients we work with.

We are seeking a highly motivated and technically proficient individual to join our team as a Technical Support Administrator. In this exciting and innovative role, you will be responsible for providing exceptional support to our clients and internal stakeholders, focusing specifically on our industry leading Insite One software. As a key member of our team, you will play a vital role in ensuring the smooth functioning of our software and delivering top-notch customer service.

**Key Responsibilities**:

- Respond promptly and professionally to all incoming support queries related to the Insite One software, utilising a ticketing system to track and prioritize issues.
- Troubleshoot and resolve technical issues, providing step-by-step guidance and clear instructions to users, ensuring their understanding and satisfaction.
- Collaborate closely with the development team to identify and escalate complex issues that require further investigation or advanced technical support.
- Develop and maintain comprehensive documentation, including user guides and FAQs, to enable self-help and promote efficiency in issue resolution.
- Proactively identify trends and recurring issues, working with the development team to implement preventive measures and enhancements to the software.
- Continuously enhance your technical knowledge and expertise in the Insite One software, staying up to date with new features, updates, and best practices.
- Demonstrate a strong commitment to exceptional customer service, ensuring that all support interactions are conducted with professionalism, empathy, and a focus on problem resolution.

**Requirements**:

- A passion for technology and a keen interest in software support and troubleshooting.
- Excellent problem-solving skills and the ability to think analytically, logically, and innovatively to identify and resolve technical issues.
- Outstanding communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical users.
- Ability to work independently as well as collaboratively in a team environment, with a proactive and self-motivated approach.
- Strong organisational skills and the ability to manage multiple tasks and priorities effectively.
- Previous experience in a technical support or customer service role would be advantageous but not essential.

**What do I get in return?**
- Flexible working with hybrid working from home/the office
- 23 days’ holiday (plus bank holidays) rising incrementally to 28 days
- Celebrate your Birthday the right way with an additional day off - no one should have to work on their Birthday
- A great social scene - company days out, festive celebrations, social events etc.
- Free parking at the office along with a comfortable, modern working environment
- Looking after your future with a contributary pension scheme

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