2nd Line Service delivery - The UK Negotiator : Job Details

Application support / 2nd line technical support

REMOTE - must be prepared to attend HQ in Exeter every Tuesday.

This is very rare opportunity for you to really grow and shape your technical career.

Introduction

I am delighted to be exclusively retained by a long-standing client of mine, a well-established, customer centric SME SaaS provider, who through positive change and exciting growth plans for 2025, are now looking for a new 2nd line technical support / application support to support the IT Manager in delivery of an exceptional client experience.

The role of 2nd line technical support / application support

We are looking for a motivated individual primarily responsible for supporting our customers with 1st & 2nd line technical support, owning tickets for their entire lifecycle and working closely with internal teams, to successfully resolve any outstanding issues.

Become knowledgeable in the product range to be able to support Customer queries

Triage and escalate issues internally and ensure accurate follow-up.

Building connections with other teams within the business

Provide solutions to problems, consider eliminating future occurrences, and implement improvement actions that improve Customer satisfaction.

Independently see opportunities to improve products and processes within the department or company wide.

Maintain Customer and help-centre documentation

Essential Skills

Excellent communication and interpersonal skills - be able to explain complex solutions simply and clearly to Customers and internal teams

Build and maintain relationships with Customers to ensure that their experience is at the heart of everything we do

A drive for continuous personal development - striving to improve yourself by increasing your knowledge and looking for the next stage of your career.

Proactive, hands-on demeanour - ability to solve problems and apply your expertise to issues and follow up with stakeholders

Nice to haves - It would support your application further if you had experience of:

HubSpot as a help desk tool, or other help desk platforms.

Good knowledge of databases / SQL

Understanding of Cloud Platforms such as AWS

* salaries advertised are a guide as package depends on experience. Must reside within 2 hours of Exeter or be willing to visit the office most Tuesdays.