Technical Support Specialist

Role Overview

Join our team as Technical Support Specialist and work directly with our customers to customise [Employer hidden — sign up to reveal] systems to their needs. Provide 3rd line support, assisting our partners with advanced system diagnostics and issue resolution. Additionally, ensure the highest standards by supporting the VoCoCare warranty policy.

This role is hybrid and requires 1 day per week working from our office in Shipton-Under-Wychwood OX7 6XU.

Please note, to apply for this position you must be based in the UK and have the legal right to work.

What we're looking for

• You have a background in Technical Customer Support
• Previous experience working with linux - you're comfortable navigating a filesystem, familiar with command-line tools. Experience working with typical network and troubleshooting commands is advantageous
• Experience with telephony/telco integrations - an understanding of the SIP protocol, SIP trunking and experience in troubleshooting & resolving telephony or VoIP issues is highly desirable
• Experience in networking fundamentals - a principal understanding of network types & models is fundamental to the role. Experience configuring or troubleshooting network is desirable
• Working with MySQL - any exposure to MySQL or equivalent is beneficial
• ITIL - experience with using the ITIL framework for communicating technical support issues is a bonus

Who you are

• You are detail oriented, quickly identifying issues and consequences in technical support
• You are collaborative and empower colleagues by sharing knowledge
• You enjoy efficiently managing multiple responsibilities
• You are a proactive learner, embrace new skills, feedback and challenges

What you'll do

• Work with a portfolio of assigned customers resolving and supporting issues whilst building relationships to drive service improvements, consistent and reliable support, and review processes to ensure customer success
• Support engineers remotely whilst they are on-site, identifying and troubleshooting issues
• Build comprehensive documentation around customers in your portfolio and ensure complex challenges are documented to simplify or aid future resolutions
• Offer technical out-of-hours support for critical business situations

Salary & Benefits

Salary range: £38,000-£41,000

• 25 Days Holiday + Bank Holidays (increases with years of service)
• Option to Buy or Sell 5 days holiday each year
• Sick Pay - 8 weeks full pay, 4 weeks half pay
• Life Assurance - (4 times basic pay)
• Private Medical Insurance
• Employee Assistance Programmes (EAP)
• Cycle2Work Scheme
• Electric Car Green Salary Sacrifice Scheme
• Enhanced Maternity & Paternity Package
• Child Care Scheme
• Training & Development
• Company Organised Events
• Pension (Royal London Group) 5% Employer Contribution Matched
• Apple MacBook, Wireless Magic Mouse and Keyboard, Monitor and Headphones

Diversity and Inclusion

At [Employer hidden — sign up to reveal], we are dedicated to fostering a diverse and inclusive workplace where everyone feels valued, respected, and empowered to thrive. We welcome applications from individuals of all backgrounds and experiences. Our commitment is to create an environment that champions equity, innovation, and collaboration, ensuring all team members can flourish. Join us in shaping the future together. We are also committed to ensuring an inclusive recruitment process, so please let us know if you need any reasonable adjustments at any stage.

Company Values

Embracing [Employer hidden — sign up to reveal]'s 'VOICE' Values is important to us, shaping our collaborative and innovative culture.

• VALUED - Our Colleagues, Customers, and Stakeholders are valued; treated with respect, empathy, and operate with honesty and integrity
• ONE TEAM - Collaboration of all for [Employer hidden — sign up to reveal]’s happiness and success
• INNOVATION - Our products are constantly evolving to tackle the pain points of retailers across the globe
• CUSTOMER FOCUSED - Our customers love [Employer hidden — sign up to reveal] at every level, every interaction with us is frictionless, and we are integral to their operations
• EMPOWERED - Our people are empowered to do the right thing and make decisions without loads of red tape

Additional Details

• Department: Customer Support
• Role: Technical Support Specialist
• Locations: Hybrid
• Remote status: Hybrid
• Employment type: Full-time
• Working arrangement: Hybrid - 1 day a week in the Cheltenham and/or Shipton-under-Wychwood office
• Hiring Manager: Claire Rennie
• Contact: Toni Tankard - Talent Acquisition Partner