At a Glance
- Tasks: Provide top-notch technical support and resolve customer queries across various channels.
- Company: Join Aareon, a leading SaaS provider revolutionising the property management industry.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Collaborative team environment with a focus on continuous improvement and learning.
- Why this job: Make a real difference by helping clients maximise their use of innovative software solutions.
- Qualifications: Experience in customer support, strong problem-solving skills, and a passion for technology.
The predicted salary is between 35000 - 40000 £ per year.
Aareon is Europe’s established provider of SaaS solutions for the real estate industry and a pioneer of the sector’s digital future. With its software solutions, Aareon connects people, processes, and properties—bringing the industry closer together. With the Aareon Property Management System, based on intelligent software solutions, the company enables the efficient management and maintenance of residential and commercial properties and creates digital experiences for all stakeholders.
As a Technical Support Specialist within our Customer Support team, you will play a key role in helping our clients get the most out of our property management software. You will deliver exceptional service across multiple channels by resolving technical queries, providing product guidance, and ensuring every customer interaction adds real value. This role suits someone who enjoys troubleshooting, communicating clearly, and creating great customer experiences.
You will also need to be comfortable working across multiple internal systems and processes as we evolve our tools and technology. During these transitions, you will maintain service standards, manage customer expectations, and keep key stakeholders informed. This will ensure the customer experience remains seamless while we continue to improve internally.
What You’ll Do- Deliver timely, high-quality support to customers at all levels, from first-time users to experienced property professionals, across phone, email, chat, and our ticketing platform.
- Take ownership of customer issues from initial contact through to resolution, ensuring updates are clear, proactive, and consistent throughout.
- Accurately log, prioritise, and classify customer queries based on impact and urgency to ensure effective triage and timely resolution.
- Resolve common and repeatable customer issues independently using documented processes, troubleshooting guides, and internal knowledge resources.
- Provide in-depth technical first-line support by identifying software bugs, configuration issues, and potential widespread or systemic problems.
- Escalate complex or unresolved issues with clear documentation and context to ensure smooth handovers and effective collaboration with internal teams.
- Collaborate closely with Product and Development teams to support the investigation and resolution of customer-impacting issues while managing expectations and communication.
- Maintain and contribute to internal and external knowledge base articles, ensuring documentation remains accurate, relevant, and up to date.
- Translate complex or technical topics into clear, actionable guidance tailored to the customer’s level of technical understanding.
- Help customers get the most from the platform by sharing best practices, tips, and feature guidance aligned to their needs.
- Manage the customer experience during system or process changes to ensure there is no drop in service quality, response times, or customer confidence.
- Work towards defined quality, productivity, and customer satisfaction targets in a fast-paced, high-volume support environment.
- Stay up to date with product developments, new feature releases, and wider property technology trends.
- Experience in a customer-facing or technical support environment, with the ability to manage multiple cases concurrently and effectively.
- Strong problem-solving and analytical skills, with a structured approach to diagnosing and resolving technical issues.
- Confidence in navigating multiple systems and adapting quickly to new tools or processes, particularly during periods of change.
- A customer-first mindset, with the ability to remain calm, empathetic, and professional when handling challenging situations.
- Excellent written and verbal communication skills, with the ability to tailor messaging to different audiences and technical abilities.
- Strong organisational and time management skills, ensuring follow-through and accountability on every case.
- A willingness to embrace and adapt to the use of AI tools to improve efficiency, enhance internal workflows, and better support customers.
- A collaborative approach, actively sharing knowledge and supporting colleagues to improve consistency and team performance.
- Comfort working in a structured support environment by following documented processes while also identifying opportunities for improvement.
- Experience working with SaaS platforms, ticketing systems, or property-related technology is highly beneficial.
- Familiarity with financial or accounting workflows within the property industry is advantageous, though not essential.
- Be part of an innovative SaaS business shaping the future of property technology.
- Join a collaborative, customer-focused support team where quality and continuous improvement are valued.
- Enjoy a hybrid working model that combines flexibility to work from home with two in-office days per week at our Manchester-based office.
- Gain exposure to modern tools, evolving systems, and AI-driven ways of working.
- Develop your skills in a role that offers both technical depth and meaningful customer impact.
Customer Support – Technical Support Specialist in Manchester employer: Aareon Group
Aareon is an exceptional employer that fosters a collaborative and supportive work culture, where diversity and flexibility are highly valued. As a Technical Support Specialist in Manchester, you will enjoy a hybrid working model, allowing for a balance between remote and in-office work, while also having access to continuous learning opportunities and modern tools that enhance your professional growth. Join us to be part of a forward-thinking SaaS company that is dedicated to shaping the future of property technology and making a meaningful impact on customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support – Technical Support Specialist in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Aareon Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Aareon Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support – Technical Support Specialist in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Aareon Group:Your cover letter is your chance to shine! Tell us why you want to work at Aareon Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Aareon Group!
How to prepare for a job interview at Aareon Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
