At Nexus, we embrace every challenge, using innovation and technology to transform complexity into opportunity. As the UK’s leader in tech-enabled business mobility, we go the extra mile to deliver cutting-edge solutions that drive real impact. We’re looking for problem solvers who thrive in fast-paced environments, are excited by change, and share our passion for delivering more than just results – because at Nexus, we lead by example, push boundaries, and succeed together.
Our tech-led approach is for businesses with higher volumes and complex requirements from a range of sectors, whatever the category.
At Nexus, we’re always moving forward. As a responsible business, we grow, we innovate, and we relentlessly enhance our tech, so you never have to stop.

This attitude drives everything we do – for our customers, our people and our suppliers – and is grounded in the synergy of four core values.

• Never stop evolving
• Never stop anticipating
• Never stop committing
• Never stop collaborating

EXPERIENCE AND QUALIFICATIONS

• It is desirable that you have a Higher Education qualification in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Experience with support ticketing systems (e.g., Jira, ServiceNow, Zoho).
• Experience with problem-solving methodologies and delivering root cause analysis reports.
• 2+ years in a technical support role, ideally in a software or technology company.
• Knowledge of databases and SQL.
• Knowledge of ITIL. * A track record of identifying and implementing process improvements.
• Possession of relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation.
• Previous experience providing support for SaaS platforms and understanding the unique challenges and requirements of cloud-based services.
  We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of race, sex, disability, religion/belief, sexual orientation, or age.
  Job Types: Full-time, Permanent
  Pay: £24,570.00-£27,000.00 per year

Benefits:

• Casual dress
• Company events
• Enhanced maternity leave
• Enhanced paternity leave
• Health & wellbeing programme
• On-site parking
• Private medical insurance

Schedule:

• Monday to Friday

Experience:

• Technical support: 2 years (required)

Work Location: Hybrid remote in Pudsey LS28 6A

ABOUT THE ROLE

As a Customer Support Technician, you will provide crucial technical support for both external customers and internal teams, addressing software, hardware, and networking issues. You will assist users of the IRIS platform and internal employees, ensuring efficient troubleshooting and problem resolution.
In addition to resolving technical issues, you’ll work on improving support processes, identifying areas for increased efficiency, and contributing to proactive solutions. Key responsibilities also include maintaining up-to-date documentation, creating user-friendly resources, conducting training sessions, and participating in incident response and system monitoring.
You’ll be dedicated to enhancing the overall support experience, driving improvements in customer satisfaction, meeting SLAs, and boosting operational efficiency. Your strong problem-solving abilities, customer-first mindset, and adaptability to evolving technologies will be key to thriving in this dynamic, fast-paced role.

WHAT YOU’LL DO

• Diagnose and resolve software and hardware issues via our ticketing system, using phone, email, chat, and in-person communication, ensuring accurate and timely solutions.
• Help customers effectively use the products and services we make available to them, offering guidance on features, best practices, and troubleshooting.
• Maintain detailed and organised records of customer interactions and solutions within the support ticketing system.
• Work closely with engineering, product management, and account management teams to escalate and resolve complex technical issues.
• Develop and maintain helpful articles and resources to empower customers and team members.
• Identify recurring customer challenges and propose innovative solutions to improve processes and prevent future issues.
• Consistently meet or exceed SLAs and targets, such as mean time to respond, mean time to resolution, first time resolution rate and customer satisfaction scores.
• Support ongoing developments, projects, and initiatives aimed at continuous improvement, identifying recurring customer challenges and proposing solutions to enhance processes.
• Act as the communications lead during post-incident technical reviews, ensuring clear and effective updates.
• Implement proactive system monitoring to identify and address potential issues before they impact customers.
• Establish a system to gather and relay customer feedback to relevant teams for product and service improvements.