Technical Support Specialist

About the role

We are looking for a proactive, customer‑focused Technical Support Specialist to join a growing software support team. You will work with a cloud‑based business software platform, providing expert technical assistance, investigating issues and collaborating with internal teams to deliver timely resolutions. The role is hybrid, combining office‑based and remote work after probation.

Key responsibilities

• Deliver high‑quality technical support to customers via telephone, email and support portal.
• Investigate and resolve software‑related issues using effective troubleshooting techniques.
• Manage workload, prioritize support requests and meet agreed service levels.
• Record all customer interactions and technical findings in the ticketing system.
• Assist customers with software functionality, configuration and best practice.
• Escalate complex or unresolved issues to senior technical teams.
• Reproduce software defects and provide detailed information to engineering teams.
• Keep customers informed throughout the support process with regular updates.
• Deliver an outstanding customer experience with professional, knowledgeable support.
• Contribute to internal knowledge articles and support documentation.
• Identify opportunities to improve support processes and customer satisfaction.
• Ensure service level agreements and performance targets are consistently achieved.
• Collaborate with Product, Engineering and Customer Success teams to resolve technical issues efficiently.
• Share customer feedback and recurring issues to influence product improvements.
• Work with colleagues across the business to deliver a seamless customer experience.
• Support additional team initiatives and projects as required.

Required profile

• At least two years’ experience in software or application support.
• Strong problem‑solving skills.

Required skills