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- Tasks: Join our Customer Support Team, handling customer queries via phone and email.
- Company: Innovative SaaS company with 30+ years of experience in workforce management solutions.
- Benefits: Enjoy a salary of £26,000-£30,000, 22 days holiday, and your birthday off.
- Why this job: Kickstart your tech career with growth potential in a supportive environment.
- Qualifications: No prior experience needed; just bring your passion for customer support and tech.
- Other info: Work from our Wembley office five days a week.
The predicted salary is between 26000 - 30000 £ per year.
Salary: £26,000-£30,000
Learn from Customer Success Leaders. Progression potential to Customer Success. Route into the world of SaaS. 22 days holiday plus your birthday off.
Are you a recent graduate or someone who recently left education and wants to break into tech? Or perhaps you work in a customer-facing role and are looking for an industry switch? If this sounds like you, then get applying. This is an entry-level role, but one with a potential progression route through to Customer Success.
The Company: A pioneer in Software as a Service (SaaS) workforce management and access control solutions. With its own intuitive software platform and biometric hardware devices, the company is an innovator with over 30 years’ experience as a total solutions provider helping thousands of organisations across EMEA operate more efficiently, save money, and keep people and assets safe.
The Role: As a member of the Customer Support Team, you will be responsible for a host of reactive and proactive customer activities. You will be the primary point of contact via telephone and email for customers with support queries. You will be used to working in a team and have great interpersonal skills both internally and externally. The successful candidate will be required to be in the Wembley office 5 days a week.
Responsibilities:
- Monitoring and responding effectively and quickly to requests received via the helpdesk and effectively triaging and allocating tickets.
- Managing and owning the technical support mailbox, creating support tickets when appropriate and managing as above.
- Providing technical support or assistance for incoming issues and concerns related to hardware, software, and systems at the first response level via email or phone call and registering tickets when appropriate.
- Assisting with the scheduling of engineers to attend customer sites.
- Dealing with basic administration for the team – booking hotels etc.
- Reporting significant or recurring problems to the tier-2 support team and gathering feedback to determine issues and patterns so that they can be resolved, or FAQs can be provided to clients to help them troubleshoot the problem themselves.
- Assisting workshop with preparation of devices for shipment and arranging collection from engineers.
The Person: This may be your first role, but you will have an interest in developing a career in Customer Support or Customer Success within a tech company. Excellent verbal and written communication skills. Excellent customer service and problem-solving skills. Good computer skills and the ability to troubleshoot software-related problems. Proficiency in various computer software. Ability to prioritise tasks. Time management skills and attention to detail.
Catch your interest? Reach out to Ryan Glover.
Contact Detail:
PIE Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Junior Technical Support Specialist - Route into Tech
✨Tip Number 1
Familiarise yourself with the SaaS industry and the specific solutions offered by our company. Understanding the basics of workforce management and access control will help you engage more effectively during interviews.
✨Tip Number 2
Brush up on your technical troubleshooting skills. Since you'll be providing support for hardware and software issues, being able to demonstrate your problem-solving abilities in real-time scenarios can set you apart from other candidates.
✨Tip Number 3
Showcase your customer service experience, even if it's from a non-tech role. Highlighting your interpersonal skills and ability to handle customer queries will resonate well with us, as these are crucial for the position.
✨Tip Number 4
Prepare questions about the role and the company culture. This not only shows your interest but also helps you assess if we’re the right fit for you. Engaging with us during the interview can leave a lasting impression.
We think you need these skills to ace Junior Technical Support Specialist - Route into Tech
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant skills and experiences that align with the Junior Technical Support Specialist role. Emphasise any customer service experience, technical skills, and problem-solving abilities.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for breaking into tech and your interest in customer support. Mention specific reasons why you want to work for this company and how you can contribute to their success.
Highlight Relevant Skills: In your application, clearly outline your communication skills, ability to troubleshoot, and any experience with software or hardware. Use examples to demonstrate how you've successfully handled customer queries or technical issues in the past.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at PIE Recruitment
✨Show Your Enthusiasm for Tech
Make sure to express your genuine interest in technology and customer support during the interview. Share any relevant experiences or projects that sparked your passion for the tech industry, even if they are from your studies or previous roles.
✨Demonstrate Problem-Solving Skills
Prepare to discuss specific examples where you've successfully resolved issues or helped others. This could be from a previous job, a group project, or even personal experiences. Highlight your ability to think critically and troubleshoot effectively.
✨Communicate Clearly and Confidently
Since this role involves a lot of customer interaction, practice articulating your thoughts clearly. Use concise language and avoid jargon unless necessary. Good communication skills will show that you can handle customer queries effectively.
✨Research the Company and Its Products
Familiarise yourself with the company's software solutions and their impact on customers. Understanding their products will not only help you answer questions better but also demonstrate your commitment to the role and the company.
