At a Glance
- Tasks: Provide top-notch technical support for our innovative SaaS and IoT products.
- Company: Join Vatix, a growing software company making operations safer and better.
- Benefits: Enjoy competitive salary, 25 days leave, health insurance, and personal development budget.
- Other info: Work in a vibrant office near London Bridge with a supportive team.
- Why this job: Gain hands-on experience and learn the ins and outs of a thriving tech company.
- Qualifications: 1-3 years in customer support with a knack for problem-solving and communication.
The predicted salary is between 35000 - 38000 £ per year.
Location: London, SE1 (Metal Box Factory, Great Guildford Street). Office-based, five days a week
Type: Full time, permanent
Salary: £35,000 to £38,000 depending on experience
Experience level: 1 to 3 years
About Vatix
Vatix builds software that helps organisations run safer, better operations. Our platform is used to capture what is happening on the front line, route it to the right people, track follow-up actions through to completion, verify standards through audits and inspections, and report on all of it in one place. Alongside the platform, we provide lone worker safety, including our own SafePro alarm device, a mobile safety app, and 24/7 monitoring by a BS 8484 accredited alarm receiving centre.
Our products are used across healthcare, manufacturing, logistics, construction, education, social care and the public sector, by organisations including Intel, Siemens, the NHS, the University of Oxford and Wren Kitchens. We are profitable, independently owned and growing. Our commercial team is based in central London and our engineering and product team is in Kraków.
About the opportunity
We are looking for a Technical Support Specialist to join our customer support team. You will be the person our customers come to when something is not working, when they need help configuring the platform, or when they are setting up and deploying our safety devices.
The variety is the appeal here. In a single day you might investigate a software issue in our web app, walk an administrator through configuring a reporting form, help a customer troubleshoot connectivity on an alarm device, and work with an engineer to get a bug diagnosed and fixed. You will be close to both the product and the customer, which is the fastest way to learn a SaaS business properly.
Ultimately, you will be someone our customers trust. They will rely on you for timely, accurate answers and for clear explanations of technical detail. If you enjoy solving problems for people and you like getting to the bottom of things, we would like to meet you.
What you will be doing
- Acting as the first point of contact for customers by phone, email and chat
- Diagnosing and troubleshooting technical issues across our web platform, mobile apps and safety devices
- Helping customers configure the platform to fit how they work, including reporting forms, audit templates, user permissions and notifications
- Setting up, configuring and dispatching safety alarm devices, and processing new device orders
- Talking customers through resolution step by step, and confirming afterwards that everything is working as it should
- Tracking every issue through to resolution within our agreed response and resolution times, and keeping HubSpot up to date with actions and next steps
- Escalating unresolved issues to the right internal team with a clear, well-documented handover, and staying the owner of the customer relationship until it is closed
- Prioritising and managing multiple open issues at once without losing track of any of them
- Using and improving our internal knowledge base, and writing help centre content so customers can self-serve
- Supporting the Customer Success team with onboarding, configuration and technical questions
- Spotting patterns in the issues you see and feeding them back to product and engineering
What we are looking for
- 1 to 3 years in a customer-facing support role, including phone and email support
- Experience supporting a software, SaaS or technical product, so you are comfortable with how software behaves and where things tend to break
- A good working understanding of computer systems, mobile devices and connected hardware
- The ability to diagnose and troubleshoot technical issues methodically rather than by guesswork
- Excellent written and verbal communication, and the ability to explain something technical to someone who is not technical
- Highly organised and conscientious, with strong attention to detail
- Comfortable working autonomously and taking full ownership of the issues assigned to you
- Curious, with a habit of looking for better ways of doing things
- Happy to speak up, give and receive candid feedback, and engage in constructive debate
Nice to have
- Experience with HubSpot, particularly Service Hub, ticketing or knowledge base
- Experience with other help desk or ticketing tools such as Zendesk, Intercom, Freshdesk or Jira
- Exposure to IoT, connected devices, mobile app support or API troubleshooting
- Experience in health and safety, compliance, healthcare or another regulated environment
- Experience writing customer-facing documentation or help centre content
You do not need to tick every box. If you are strong on problem solving, communication and ownership, and you have worked with a technical product, we want to hear from you.
Why this role is worth having
- You will learn the whole product, not one corner of it. Support is the fastest route to genuine product depth, and our people use it as a springboard into customer success, implementation, product and revenue operations
- Real ownership from early on. This is a small, capable team and there is no layer of process between you and the customer
- Direct access to the engineers who build the product, not a ticket queue into the void
- You will see how a profitable, independently owned software company actually operates
Life at Vatix
- 25 days of annual leave, plus bank holidays
- Pension plan
- Comprehensive private health insurance with Vitality benefits
- Regular training and a personal development budget
- The latest equipment and tools provided
- Complimentary fresh fruit and cereals, and a range of drinks including juice, tea, coffee and soft drinks
- A bright, well-equipped office in Southwark, a few minutes from Borough, London Bridge and Southwark stations
Vatix is an equal opportunities employer. We welcome applications from everyone and are happy to make reasonable adjustments at any stage of the process. Let us know what you need.
Technical Support Specialist (SaaS and IoT) employer: Vatix
Vatix is an exceptional employer located in the vibrant Greater London area, offering a dynamic work culture that fosters collaboration and innovation. Employees benefit from a competitive salary, private health insurance, and various office perks, while also enjoying ample opportunities for professional growth and development in the tech consulting field. Join us to make a meaningful impact as you lead larger customers through their onboarding journey.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Specialist (SaaS and IoT)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vatix. 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 Vatix 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 (SaaS and IoT)
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 Vatix:Your cover letter is your chance to shine! Tell us why you want to work at Vatix 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 Vatix!
How to prepare for a job interview at Vatix
✨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.
