OUR BENEFITS

• Share Options (EMI) scheme
• 25 days annual leave, plus flexible bank holidays and the opportunity to buy additional days
• Enhanced workplace Pension scheme - opt-in salary sacrifice scheme
• Life Insurance (3x annual salary)
• Employee Assistance Programme (EAP) and workplace wellbeing initiatives
• Private Healthcare cash-back scheme
• Flexible working hours and location, open to part-time/ condensed hours
• Flexible benefits, such as: Cycle to Work, volunteer days/ opportunities and charity events
• Enhanced parental leave packages and enhanced sick pay
• Training and development opportunities
• Engagement and celebration activities– anniversaries, birthdays, team building, company-wide events

ABOUT YOU/ JOB SUMMARY

As an Application Support Associate, you will be comfortable engaging with customers both verbally and in writing, providing the first point of contact for support requests. As someone with a passion for technology, you will be eager to learn and progress in a fast-paced environment and use your problem-solving skills to provide an exceptional standard of support to internal teams and customers. You will demonstrate a logical thought process when triaging customer tickets, gathering additional information, and providing accurate handovers to the wider team.
As part of your career development journey, you will enrol in training to progress towards being involved in the out-of-hours rota for P1 support instances (currently this is a 1-in-4 week rota system paid on an additional basis) and working on more complex technical issues.

KEY ACCOUNTABILITIES

• Provide first-line customer support via our case management system, email, and telephone, and be the SME for first-line responsibilities.
• Ensure prompt engagement with customers who raise tickets to fulfil First Response SLA obligations.
• Support the Customer Success team with any support-related queries.
• Become a subject matter expert on the Clue application.
• Monitor the support inbox for new tickets, provide first contact resolution or triage accordingly.
• Build trusted relationships with our customers.
• Contribute to continuous improvement across support services.
• Record up-to-date and accurate information on our case management system, communicate updates and work closely with other members of the support team to resolve customer tickets within agreed SLA’s.

EXPERIENCE AND SKILLS

Our ideal candidate would have experience in the following areas:

Essential:

• Ability to achieve security clearance.
• Excellent communication skills, both written and verbal.
• Experience of excelling in a fast-paced environment.
• Foundational understanding of software and application support.
• A positive can-do attitude and a desire to continuously improve and develop professionally.

Desirable:

• Experience with Salesforce ticketing system or similar.
• Experience of Azure cloud services and technologies.
• Knowledge of writing basic T-SQL queries.
• Experience using monitoring and analytical tools such as AppInsights and devtools.
• Experience in software testing, and/or troubleshooting.
• Good understanding of ITIL best practice.

ROLE SPECIFICS

• Salary range: up to £35,000
• Reporting to: Support Team Lead
• Key stakeholders: Tech Team, Product Team, Professional Services Team, Customer Success Team
• Organisational Framework Level: Level 1

KEY ROLE MEASURES

• Customer satisfaction.
• Overall number of tickets closed each month, and out of those tickets
• Percentage of tickets responded to within the customer Service Level Agreements
• Percentage of tickets resolved within customer Service Level Agreements