IT Support Specialist

1 month ago

Middlesbrough, Middlesbrough, United Kingdom Causeway Technologies Full time

Technical Assistance Coordinator

Hybrid Role


Are you passionate about enhancing software that impacts numerous lives?

About Us

We are recognized as the leading provider of construction-specific software in the UK, dedicated to delivering top-tier end-to-end software solutions for the construction industry throughout the entire building lifecycle.

If you aspire to cultivate a remarkable career with an award-winning organization, you are in the right place. Our teams operate across the UK, Europe, and India, developing products utilized globally. We have a strategic roadmap for the next three years focused on significant digital transformation and ongoing growth.

We value diversity and equality, encouraging our employees to bring their authentic selves to work. Our commitment to building a diverse team with various backgrounds, skills, and perspectives enhances every facet of our business.


Role Overview

Our technology serves thousands of businesses and influences millions of lives. You will deliver exceptional customer service, ensuring all inquiries are addressed efficiently and effectively, providing a positive experience with our organization at all times. You will serve as the primary contact for all technical support inquiries, requests, and incidents raised by our clients.


Key Responsibilities

  • Technical Customer Support
  • Business Process Enhancement and Systems Management


Required Skills and Qualifications

Essential Skills:

  • Proficient IT skills and knowledge
  • Strong communication and customer service abilities; must be confident in engaging with customers and stakeholders through various channels
  • A minimum of one year of experience in a technical support capacity
  • Proficient in MS Office Applications
  • Familiarity with Service Level Agreements, targets, and meeting KPIs
  • Ability to build and maintain positive relationships with clients and colleagues
  • Creative and innovative problem-solving skills
  • Quick learner with the ability to grasp new concepts
  • Effective time management skills
  • A collaborative team player with a strong work ethic

Desirable Skills:

Knowledge of any of the following technologies is beneficial:

  • Associate degree in computer science or equivalent
  • Microsoft Server and Desktop Operating Systems
  • Networking and communication protocols
  • Active Directory
  • Terminal Server
  • MS SQL Server
  • Mobile Applications (Android and iOS)
  • Understanding of SaaS, hosted applications, and network services
  • ITIL certification


Competencies:

  • Motivated by delivering outstanding customer service
  • Desire to contribute to the success of the team
  • Strong problem-solving capabilities with a proactive approach to generating innovative solutions
  • Curiosity to follow up on tickets with second and third-line support to enhance technical product knowledge
  • Commitment to staying updated with the latest technology advancements
  • Willingness to continuously develop personal knowledge and skills while sharing insights with colleagues
  • Determined to meet targets and SLAs
  • Excellent organizational skills to manage competing demands effectively
  • Exceptional attention to detail
  • A positive attitude and eagerness to learn about our products and technology
  • Excellent communication skills, capable of conveying technical information to non-technical audiences
  • Enthusiastic, honest, and committed to achieving outstanding results


Principal Duties

Technical Customer Support:

  • Manage all incoming customer support inquiries via telephone or email; logging, diagnosing, troubleshooting, and responding to queries
  • Provide timely responses to customers, assisting with inquiries in a professional manner
  • Triage incoming support requests and analyze calls to ensure proper escalation
  • Continuously improve customer interactions, maintaining a high professional standard
  • Handle requests through the Incident Management and Service Requests processes
  • Perform specified administrative tasks for hosted clients
  • Gather necessary information from customers to assist technical support engineers with ticket resolution


Business Process Enhancement and Systems Management:

  • Monitor customer usage, ensuring adherence to service level agreements and prompt follow-up on tickets
  • Maintain accurate customer records within the support system, ensuring compliance with data protection requirements
  • Identify opportunities for process improvements that positively impact customer experience
  • Provide internal management with customer experience reports as needed

Document knowledge articles that benefit both customers and support teams regarding technical solutions.


What We Offer:

We believe that every member of our organization plays a crucial role in our success. Our culture is fueled by curiosity and positivity, making it an ideal environment for ambitious individuals.

We prioritize the well-being of our team, promoting a healthy work-life balance with hybrid working options and modern collaborative office spaces.


Benefits:

As a recognized leader in employee engagement, we offer a range of benefits and rewards. Our aim is to create an award-winning workplace that our employees appreciate. Some of the benefits include:

  • 25 days of annual leave plus public holidays, increasing with service length
  • 4% matched pension scheme
  • Income protection and life assurance
  • Access to an award-winning benefits platform
  • 24/7 dedicated Employee Assistance Program for mental health support
  • £100 fitness club allowance
  • Discounts on Dell, Apple, and Microsoft products
  • Private Medical Insurance
  • Paid study leave and volunteering days
  • Car Scheme

We are committed to environmental sustainability and have implemented measures to offset our carbon footprint while striving to reduce it year-on-year.

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