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Technical Support Specialist - API’s / SaaS

Salary: £20,000 - £30,000Start date: ASAPLocation: RemoteContract type: Permanent

Job description

A superb opportunity to join a fast-growing technology start-up with offices in Nottingham and London. As part of the Customer Success and Support team, you’ll work closely with the Head of Customer Success to ensure customers receive first-class support.

Day-to-day, you'll be responsible for:

  • Responding to customer queries and triaging tickets.
  • Troubleshooting, reproducing issues and fact-finding, prior to answering tickets.
  • Take ownership of customer issues, and escalating where appropriate (to Development, Finance, Sales, etc.).
  • Creating and maintaining Zendesk automations, triggers and business rules.
  • Developing first-class documentation (best practices, FAQs, etc.) based on customer answers.
  • Participating in web calls when required by customers.
  • Understanding company products in order to provide a high level of customer support.

A remote first business, you can be based anywhere in the UK, as long as you’re happy with regular trips to the HQ in Nottingham or London. The position offers a flexible working environment to suit your life, however, this role may also cover the US market, so some flexibility on working hours is open for discussion.

Your skills:

You will have some previous technical customer support experience, preferably supporting an API or SaaS business. We're interested in speaking to positive, proactive people able to demonstrate the following.

  • Fluency in both written and verbal forms of English.
  • The ability to manage your workload and prioritise tasks appropriately.
  • Previous experience supporting a technical product and working closely with Developers.
  • Self-starter showing good initiative.

You’ll be working with technologies such as: APIs, NodeJS, Ruby on Rails, C (all flavours), PHP and Go. Whilst we aren’t necessarily looking for commercial experience in these, it would be highly beneficial if you have an understanding with any of these tools/languages.

Benefits:

  • £20,000 - 30,000 per annum
  • 25 days of holidays
  • Pension scheme
  • Flexible time
  • Work socials
  • Exceptional opportunity for growth and development

Location:

  • Remote working with regular trips to the HQ in Nottingham or London.

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