At a Glance
- Tasks: Provide out-of-hours technical support for photo booths and ensure smooth operations.
- Company: Join a dynamic team at Snaparazzi, supporting leading brands.
- Benefits: Competitive salary, hybrid working, and comprehensive training provided.
- Other info: Exciting growth opportunities in a modern office with great transport links.
- Why this job: Be the go-to tech guru, solving challenges and delivering exceptional customer service.
- Qualifications: Strong troubleshooting skills and experience with remote support tools required.
The predicted salary is between 30000 - 40000 £ per year.
Out of Hours Technical Support Coordinator
Location
Hybrid – Gosforth, Newcastle office and from home.
Salary
Competitive, dependent on experience
About the Role
We are looking for a proactive and technically minded
Out of Hours Technical Support Coordinator to join our growing support team.
This role is critical in ensuring our venues and customers receive exceptional support outside of standard business hours, helping to keep our photo booths operating smoothly.
You will be the first point of contact for technical and operational support requests, providing fast, professional, and friendly assistance across our hardware, software, payment systems, and cloud‑based platforms.
This is an excellent opportunity for someone with strong troubleshooting skills who enjoys solving technical challenges while delivering outstanding customer service.
Key Responsibilities
- Customer & Venue Support
- Deliver exceptional service to venues and customers through prompt, professional, and friendly support.
- Act as the first point of contact for all venue support enquiries.
- Respond to calls, emails, and support tickets efficiently and positively.
- Troubleshoot and resolve issues quickly, escalating where necessary.
- Maintain accurate records of all communications, actions, and resolutions.
- Freshdesk Administration
- Log, manage, and close support tickets within Freshdesk.
- Monitor response and resolution times to ensure service standards are met.
- Identify recurring issues and trends to help improve processes and customer experience.
- Technical Support
- Provide first and second-line support for our proprietary CMS and Photobooth Controller Application (PCA).
- Troubleshoot content delivery, cloud synchronisation, device connectivity, and system performance issues.
- Analyse application, system, and hardware logs to identify root causes and implement solutions.
- Deliver remote technical support using Team Viewer and other remote management tools.
- Support payment processing systems, including Nayax payment terminals and integrations.
- Diagnose and resolve printer‑related issues, including connectivity, drivers, media, and print quality.
- Escalate complex issues to development and engineering teams with detailed diagnostics and supporting evidence.
- Maintain technical documentation, support records, and knowledge base articles.
- Work closely with internal teams using Microsoft Teams and Jira to manage incidents and communicate updates.
- Contribute to continuous improvement initiatives and knowledge sharing across the business.
- Manage multiple support requests effectively while maintaining high service standards.
Skills & Experience
- Strong troubleshooting and problem‑solving abilities with a methodical approach to issue resolution.
- Experience analysing application, system, and hardware logs.
- Experience using Team Viewer or similar remote support tools.
- Good understanding of Microsoft Windows environments, including Windows Io T Enterprise.
- Excellent written and verbal communication skills.
- Strong organisational skills and attention to detail.
- Ability to prioritise workload and remain calm under pressure.
- Experience working with ticketing systems and project management tools such as Jira.
- Comfortable working independently during out‑of‑hours shifts.
- Familiarity with Node. js and Git.
- Experience supporting integrated hardware solutions, including printers, cameras, payment devices, and peripherals.
- Knowledge of Nayax payment systems or similar cashless payment platforms.
- Understanding of photography fundamentals, including camera settings, lighting, exposure, image quality, and studio setup considerations.
- Experience supporting cloud‑based applications and content deployment workflows.
- You will work with some of the world’s leading brands, with exciting opportunities for growth and the chance to be part of the Snaparazzi success story.
- Comprehensive training on our CMS, PCA platform, cloud infrastructure, content deployment processes, and supported hardware ecosystem.
- Competitive salary and benefits package.
- Hybrid working following probation.
- Modern Gosforth HQ with excellent transport links.
If you're passionate about technology and customer service and enjoy working independently to solve challenges, we'd love to hear from you.
#J-18808-Ljbffr
StudySmarter Expert Advice🤫
We think this is how you could land Out of Hours Technical Support Coordinator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Snaparazzi. 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 Snaparazzi 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 Out of Hours Technical Support Coordinator
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 Snaparazzi:Your cover letter is your chance to shine! Tell us why you want to work at Snaparazzi 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 Snaparazzi!
How to prepare for a job interview at Snaparazzi
✨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.
