Support and Commissioning Associate in Manchester

Please note: This role follows a Thursday-to-Monday working pattern, with mandatory weekend work and afternoon/evening shifts aligned with US operating hours.

We're on the lookout for a Support and Commissioning Associate to join our support team in Manchester, UK. This is a hybrid role providing support coverage aligned to US operating hours, weekend support, and assistance with the commissioning of new client installations. This is an entry-level, first-line position responsible for handling incoming support requests, performing initial triage, and delivering first stage resolution where possible, escalating issues where required.

The role also plays an active part in commissioning new products for clients, including joining remote setup calls and using remote access tools to configure and validate installations. In addition, the role will also support the coordination of worldwide client spares orders, working closely with the stock controller and supply chain team to facilitate timely processing and delivery, helping to keep operations running smoothly.

Working Pattern and Location:

• This role provides support and commissioning coverage aligned to US operating hours, which means afternoon and evening shifts, including weekends.
• Weekend working is a standard and required part of this role rather than an occasional requirement.
• The working pattern is five days per week, Thursday to Monday, with Tuesday and Wednesday as standard non-working days.
• Exact start and finish times will be confirmed during the recruitment process.
• This is a hybrid role based out of our UK office in Manchester, combining office-based days with days worked from home.
• Candidates must live within commuting distance of Manchester and be able to attend the office regularly.

Role Alignment:

This role forms part of the wider Client Support function and is designed to provide first-line operational support, commissioning assistance, and extended service coverage. The Support and Commissioning Associate will work closely with the Client Support Specialist and Client Support Manager, helping to manage incoming support requests, complete initial triage, resolve basic issues where possible, and escalate more complex matters with clear and structured information.

Key Responsibilities:

• Act as the first point of contact for incoming support requests.
• Respond to and manage tickets via a ticketing platform.
• Handle live chat and messaging support channels.
• Communicate clearly and professionally with clients in a B2B environment.
• Perform initial triage by gathering key information and assessing issue severity.
• Deliver first stage resolution where possible.
• Carry out basic troubleshooting across Windows, connectivity, and peripherals.
• Escalate issues to senior team members with clear, structured detail.
• Support the commissioning of new client installations, including tables, arenas, and other products.
• Join commissioning calls and use remote access tools to configure and validate new product installations.
• Support the coordination of worldwide client spares orders.
• Work closely with the stock controller and supply chain team to facilitate timely processing and delivery.
• Liaise internally to ensure follow-ups and actions are completed.
• Maintain accurate ticket updates, tagging, and documentation.
• Support updates to knowledge base articles and internal documentation.

You should have:

• Strong written and verbal communication skills.
• Confidence working in a client-facing, B2B support environment.
• Basic technical understanding, including Windows and general troubleshooting.
• Comfort working remotely with clients to set up and validate equipment.
• Strong organisational skills and the ability to manage multiple tasks at once.
• A proactive, reliable, and detail-oriented approach.
• Willingness to learn and follow structured processes.

It would be great if you have:

• Previous support, helpdesk, or customer service experience.
• Experience working with social gaming venues and arcade locations.
• Familiarity with hardware troubleshooting and basic networking.
• Experience setting up, installing, or commissioning hardware or equipment.
• Experience using ticketing or live chat platforms.
• Confidence interpreting basic error messages or logs.

Please note this role is not suited to candidates seeking a standard Monday–Friday schedule or those who are unable to commit to regular weekend availability.

What We Offer:

• A competitive salary and benefits package.
• A vibrant, inclusive, and dynamic work environment.
• Opportunities for personal and professional growth.
• A chance to be part of a forward-thinking team making a real difference.

On top of that, we’re one of the UK’s fastest growing companies - recently ranked 5th nationwide - creating exciting opportunities for our team to grow as fast as the business.

Our 5 core values articulate this best, and we are looking for people who can demonstrate them:

• We go above and beyond.
• We work as a team & make it fun.
• We creatively kick-ass.
• We do it efficiently, on time & on budget.
• We deliver work that makes us proud.

Does this sound like the job for you? Apply via this post with your CV and share your LinkedIn profile. If you sound like you are a good fit, we will reach out for an initial, informal chat.