Onboarding Support Specialist

6 days ago

Glasgow, Glasgow City, United Kingdom Utopi Limited Full time
About Utopi Limited

Utopi Limited is a pioneering technology company that specializes in enabling the decarbonization of real estate. Our platform is a cutting-edge software solution that centralizes control and monitors devices across a portfolio of buildings worldwide.

Job Summary

We are seeking a highly motivated and enthusiastic individual to join our team as an Onboarding Support Specialist. As a key member of our support team, you will play a crucial role in ensuring a smooth onboarding experience for our customers. Your responsibilities will include diagnosing and troubleshooting software and hardware issues, collaborating with our Development team, and providing exceptional customer service.

Key Responsibilities
  • Support the development of our products by diagnosing and troubleshooting software and hardware issues reported by customers, utilizing knowledge bases, documentation, and problem-solving skills.
  • Collaborate with the Development team to escalate and resolve complex software bugs or issues.
  • Respond promptly to customer inquiries via phone, email, or chat, providing clear and accurate technical support for product-related inquiries.
  • Record clear, accurate, and concise customer interactions, issues, and solutions in our support ticketing system.
  • Provide step-by-step guidance to customers on using software features and functionalities effectively.
  • Identify trends in customer inquiries and feedback to contribute insights for product improvement and user experience enhancements.
  • Assist the Project team in creating and updating user manuals, guides, and troubleshooting documentation.
  • Participate in software testing and quality assurance activities to ensure product stability and functionality.
  • Stay updated on software updates, new releases, and industry trends to provide relevant and up-to-date support.
  • Test and process returned devices to check for faults and complete the RMA process with manufacturers.
  • Carry out all duties in accordance with the established Quality processes.
Requirements

We are looking for a candidate with the following qualifications:

  • A positive work ethic and enthusiasm to learn and develop new skills.
  • A clear passion for technology and an interest in the environment.
  • Strong problem-solving skills with the desired ability to analyze, diagnose, and resolve software-related issues.
  • Excellent communication skills, both written and verbal, to convey technical information clearly to non-technical customers.
  • Ability to work effectively in a team environment and collaborate with cross-functional teams.
  • Ideally skilled in using remote support tools, ticketing systems, and customer support software.
  • Attention to detail with the ability to document technical processes and solutions accurately.
  • Qualification in a relevant discipline is desirable.
Benefits

As a member of our team, you will enjoy the following benefits:

  • Private Medical Insurance
  • Pension
  • Death in Service
  • Fresh fruit provided in our office
  • Fortnightly Yoga in our office
  • Football
  • Social events
  • Hybrid working

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