Technical Support Specialist

Eque2 is one of the most innovative providers of construction-specific software solutions to the UK and Irish Marketplace, leading the way in delivering specialist software and services across multiple sectors and industries. Eque2 has developed industry-leading applications across estimating, job costing, and service & maintenance, bringing value to every business and user we work with.

We have a range of solutions that enable us to target all sizes of construction companies from c£1m t/o to c£1.5Bn t/o. All of the products are relatively complex, with implementation ranging from 5 days to 100 days.

We're proud to have been certified as a "Great Place to Work" for three consecutive years, reflecting our commitment to employee wellbeing, comprehensive benefits, and ongoing personal development opportunities.

Now that our continued growth has surpassed £30m turnover, we are looking to strengthen our Technical Support team with the addition of a Technical Support Specialist.

Role Summary

We are seeking a motivated
Technical Support Specialist
to join our growing Support team, delivering high-quality assistance to customers and partners across our Small to Medium Business product range. You'll be part of a collaborative team, providing expert support via phone and email, helping to ensure our clients get the most from their Eque2 solutions.

Based in our
Newburn (Newcastle) office
, this hybrid role offers the opportunity to work from home up to 3 days per week following successful completion of probation.

About you

You'll be a proactive and customer-focused individual with a passion for technology and problem-solving. With strong communication skills and a logical approach, you thrive in a support environment where every day brings a new challenge. You enjoy working as part of a team but are equally confident taking ownership of issues and seeing them through to resolution.

Ideally, you will have previous experience in a technical support or service desk role, and you're comfortable working with business software and troubleshooting technical issues. You're keen to grow your skills in a dynamic company and are motivated by the opportunity to make a real impact with the support you provide.

You're organised, adaptable, and always ready to learn, committed to delivering a great experience for every customer, every time.

Key Responsibilities

Customer Support Operations

• Provide prompt and courteous assistance to customers via various channels such as phone, email, or ticketing system.
• Diagnose and resolve software issues reported by customers by gathering relevant information, asking probing questions, and utilising troubleshooting techniques.
• Log customer support requests in a ticketing system, ensuring accurate and up-to-date information is recorded. Prioritise and manage your own outstanding ticket queue.
• Support configuration, and usage of software products, addressing questions and clarifying procedures.
• Document and report software defects or inconsistencies to the appropriate development teams, providing detailed steps to reproduce the issues and update customers accordingly.
• Identify and raise complex or critical issues to management, senior support or developers, ensuring timely and effective resolution.
• Specific tasks as requested by Line Manager
• Troubleshoot, diagnose and resolve software issues reported by customers.
• Gather all relevant information required to fully understand a reported issue. This can include live video calls with the end user(s).
• Logging customer Support Requests in our ITSM Ticketing system; ensuring accurate and up-to-date information is recorded.
• Replicate, test and report software defects or inconsistencies to the appropriate Engineering team; providing detailed steps to reproduce the issue.
• Ensure Service Level Agreements (SLAs) and key performance indicators (KPIs) are met or exceeded.
• Identify and escalate complex and/or critical issues to higher-level Support/Engineering teams, ensuring timely and effective resolution.
• Aiding the leadership team or other internal teams when required to do so, to meet the needs of the business.

Customer Experience

• Consistently strive to deliver first-class Customer Service.
• Document useful notes around fixes/system information that can be included in our internal Knowledge Base, to aid the team.
• Bring your ideas forward around initiatives that improve customer satisfaction and loyalty.

Cross-Functional Collaboration

• Work closely with Product, Engineering, and any other internal Eque2 teams, where required, to resolve a support request.
• Work closely with Product around the existing customer base and any requirements within the solution.
• Champion the voice of the customer with regard to new features in the application, to ensure customer requirements are captured for development.
• Liaise with third parties and our partners, where required, to resolve a Support Request.
• Follow all team and department policies and procedures.

Essential Skills and Experience

• Minimum 2 years' experience within a similar Technical Support role.
• Excellent communication skills, concise and effective in both written and verbal formats; adept at tailoring information for technical and non-technical audiences.
• Strong analytical skills with the ability to troubleshoot effectively.
• A high degree of self-motivation.
• Ability to work in a fast-paced environment; manage shifting priorities and implement changes quickly.
• A strong Customer Service ethic with a drive to constantly improve the customer experience.
• Experience using ITSM ticketing systems (e.g., Halo, Zendesk, ServiceNow).
• Experience supporting complex software products.
• Ability to manage and prioritise workload and demonstrate a proactive approach.
• A proven team player who builds strong relationships with teammates and rapport with aligned teams.
• An understanding of accounting fundamentals and principles, and business reporting requirements.

Essential core technical skills

• Experience using remote access tools.
• Broad understanding of I.T environments, operating systems, networking, or relevant technical areas within the organisations domain.
• Proficient in Microsoft 365 apps.

Advantageous Skills

• Sage 50 Accounts knowledge (50/200/Intacct) or similar.
• SQL/MySQL experience
• Knowledge of the construction industry.
• Experience working within a SaaS environment.
• Experience in a fast growing, preferably PE backed software business with turnover between £15m and £50m.

Apply now and build your career with Eque2