At a Glance
- Tasks: Provide top-notch technical support and onboard new users in a dynamic environment.
- Company: Join a leading global insurer focused on technology and people.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Collaborative team culture with a focus on continuous improvement.
- Why this job: Make a real impact by solving problems and improving user experiences.
- Qualifications: Experience in technical support and strong communication skills required.
The predicted salary is between 31500 - 38500 £ per year.
We’re working with a leading global insurer looking to hire a Technical Support Specialist for their IT & Operations team in Birmingham. This role sits at the heart of their internal support function, helping onboard new users, resolving day-to-day issues, and keeping systems running smoothly. You’ll manage support tickets, maintain documentation, and make sure users get a fast, reliable service every time. If you’re the kind of person who enjoys solving problems, improving processes, and delivering great service, this is an opportunity to do all three within a business that’s serious about technology and people.
What You’ll Be Doing
- Act as the first line of support for all technical queries, managing and triaging tickets via Wrike
- Onboard new users to internal systems and provide ongoing support to existing users
- Troubleshoot and resolve user issues efficiently, escalating to 2nd line where necessary
- Maintain internal documentation and knowledge bases using Confluence
- Keep users informed on ticket progress and resolution updates
- Identify opportunities to improve support processes and overall user experience
What You’ll Bring
- Previous experience in a technical support or IT helpdesk role
- Familiarity with ticket management systems (Wrike experience is ideal)
- Ability to create and maintain documentation in Confluence or similar
- Excellent communication skills and a customer-first mindset
- A proactive approach to continuous improvement and problem-solving
Nice to have
- Experience in a customer-facing role
- Exposure to Agile ways of working or tools like JIRA
- Understanding of user-centric design principles
Why This Role?
You’ll be part of a collaborative team within a global insurer that’s investing heavily in its technology and operations. You’ll have space to learn, contribute, and grow while working on meaningful support challenges that make a difference to the business.
🏠 Hybrid: 2–3 days per week in the Birmingham office
Seniority Level: Associate
Employment Type: Full-time
Job Function: Information Technology
Industries: Insurance and Financial Services
Technical Support Specialist in Birmingham employer: nineDots.io
At nineDots.io, we pride ourselves on being an excellent employer that fosters a collaborative and innovative work culture. Our fully remote setup allows for flexibility while providing competitive salaries and opportunities for professional growth in the dynamic field of finance and technology. Join us to be part of a small, expert team dedicated to pushing the boundaries of quantitative development and AI integration.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Specialist in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at nineDots.io. 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 nineDots.io 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 Technical Support Specialist in Birmingham
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 nineDots.io:Your cover letter is your chance to shine! Tell us why you want to work at nineDots.io 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 nineDots.io!
How to prepare for a job interview at nineDots.io
✨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.
