Technical Support Specialist

6 days ago

Little Chesterford, United Kingdom Signagelive Full time
Job Description

About Us

Signagelive is a leading global solution provider in the digital signage industry, founded in 1997. Our cloud-based platform is available in multiple languages and powers tens of thousands of screens deployed across 46 countries. We are consistently ranked as a top vendor globally and have been selected by customers from small networks to multi-thousand-site deployments across numerous countries.

About the Role

We are seeking an enthusiastic and motivated Technical Support Specialist to join our dynamic in-house UK Support Team. This position will see the successful candidate dealing with front-line technical enquiries, allowing you to become experienced in our software and its use across a wide range of hardware technologies.

In addition, we are seeking a candidate who can utilize their French-speaking skills to assist our Head of Sales (EMEA) in building customer and reseller relationships. The candidate will be required to provide support with both technical pre-sales and post-sales tasks in French to ensure growth and continued commercial success in France and French-speaking territories.

Key Responsibilities

The successful candidate will report directly to the Director of Technical Services and interact with other global Support and Technical Teams to ensure we deliver a high level of customer support. The key responsibilities for this role include:

  • Acting as a first point of contact for all incoming technical support enquiries.
  • Troubleshooting basic and advanced areas of the Signagelive platform.
  • Assisting with the replication of issues as necessary.
  • Providing the best level of support possible through our technical support platform.
  • Where required, assisting from a technical perspective with French-speaking commercial opportunities.
  • Handling all incoming enquiries, ensuring they are communicated with other teams if required.
  • Participating in daily support calls to ensure knowledge sharing and handover of issues.
  • Escalating issues to our second-line and senior sales engineer teams as necessary.
  • Ensuring all issues, feature requests, and tasks are logged and communicated to other teams.

Requirements

The ideal candidate for this role would need to have the following requirements:

  • A confident and friendly individual with a customer-first attitude to building relationships and winning business.
  • A team player who values working within a collaborative environment where professionalism and respect for everyone you interact with are paramount.
  • An open, transparent, and accountable individual who is prepared to own and learn from their mistakes.
  • A strong communicator with excellent written and verbal skills.
  • Able to speak both fluent English and French.
  • A strong knowledge of PC hardware, the Windows platform, and application support.
  • Able to act as a forward-thinking team resource and take ownership of issues.
  • Able to formulate and express ideas that will improve our customer experience.

Benefits

In addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work:

  • Pension - The company will cover all employee contributions to the Workplace Pension Scheme in addition to employer contributions.
  • Global Company Bonus scheme based on company performance
  • Discretionary Bonus Scheme based on individual performance
  • Discretionary Share Options (after 1-year service)
  • Employee perks and discount scheme
  • 20 days paid leave + public holidays
  • Discretionary paid leave between Christmas and New Year
  • Free Parking

What You Can Expect from Us

We offer:

  • Our full support to ensure success from formal onboarding to regular training and advice.
  • Direct access to the local EMEA team and the wider Signagelive globally team is available through regular web sessions and daily interaction on Slack.
  • A competitive package that rewards you for success without being capped.
  • The opportunity to be considered for Stock Options after your first year of employment.
  • Open and honest feedback on your progress with support to achieve your goals.
  • A friendly and welcoming team who values their colleagues and celebrates their contribution to our continued growth and success.

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