Intermediate Application Support Specialist

2 weeks ago

Ashford, United Kingdom Constant Recruitment Ltd Full time
2nd Line Application Support Specialist

Location: Remote with occasional office presence

Salary: Up to £30,000

Shift Pattern: Rotating shifts including early and late hours, 6am to 2pm and 2pm to 10pm, working 4 days on followed by 4 days off.

Are you an experienced professional in 1st or 2nd Line Support looking to elevate your career? Do you possess strong communication skills and thrive in dynamic environments? If you have a passion for technology and are ready to tackle significant challenges, this opportunity may be ideal for you.

As a vital member of our professional team, you will find the perfect environment to advance your technical career. In the role of a 2nd Line Support Specialist, you will play a crucial part in managing customer support tickets effectively. This entails precise identification, categorization, diagnosis, and resolution of issues while ensuring clear communication and adherence to KPIs.


Your role is essential in delivering Software as a Service (SaaS) products to a global clientele, guaranteeing high-quality service delivery around the clock. This will involve working in shifts to support international operations.


The 2nd Line Support team serves as the primary contact for customers, providing expert assistance on live systems, managing escalations, and addressing various technical challenges such as database issues and automation failures.


Key Responsibilities:

  • Efficiently manage customer support tickets—identifying, categorizing, prioritizing, diagnosing, and providing clear updates while meeting KPIs.
  • Deliver SaaS solutions to a global customer base, ensuring high-quality support and maintenance in a 24/7 operational environment.
  • Engage directly with clients, offering expert assistance on live systems, managing escalations, and resolving additional technical issues such as database troubleshooting and automation errors.

Main Duties:

  • Monitor and prioritize support requests through our helpdesk system.
  • Respond to customer inquiries, ensuring compliance with Service Level Agreements (SLAs).
  • Collaborate with escalation teams to provide timely support to customers.
  • Escalate unresolved issues, resolve incidents, and fulfill requests efficiently.
  • Adapt to shift work and provide mentorship to 1st Line Support staff.

Skills & Qualifications:

  • Previous experience in Technical Support, preferably at the 2nd line level.
  • Familiarity with support ticketing systems (e.g., Zendesk).
  • Proven track record in leading customer support and swiftly resolving issues.
  • Knowledge of various support technologies and direct client communication.
  • Team-oriented approach, adaptable across different time zones, with strong decision-making skills based on support ticket analysis.
  • Commitment to delivering exceptional customer service and demonstrating client empathy.

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