About us
Procentia is an award‑winning software and technology company specialising in the Pensions and Bulk Purchase Annuities market. We design intelligent solutions that put administrators and members at the heart of any pension scheme.
Established in 2002, we’re renowned for our web‑based pensions administration and management system, IntelliPen. Our platform helps clients meet the demand for self‑serve technology and provide meaningful consumer‑like experiences expected from online platforms.
Trusted by administrators, employers and trustees, our software is widely regarded as the most comprehensive and feature‑rich platform for modern pensions management.
IntelliPen comprises a suite of integrated modular systems that streamline processes from new member registration to online self‑serve retirement, and enables collaboration on the same workflows. It delivers up to 90% time and cost efficiencies by automating member retirements, validation, benefit calculations, reporting and pensioner payroll.
With offices in the UK and North America, we support some of the largest pension schemes and plans across the private and public sectors.
We’ve been named ‘Pension Technology Firm of the Year 2024’ at the Pensions Age Awards, and voted ‘No.1 UK Pension Administration Software Provider’ in 2022 and 2023.
Procentia People are a community of passionate specialists dedicated to developing best‑in‑class software solutions and client service. We’re a vibrant assortment, everyone is welcome here.
We’re proud of our welcoming and open culture, and our Values. They’re not just words on paper – we’re dedicated to living them every day.
The job
The Technical Support Specialist is an essential support role and is a technical subject‑matter expert (SME) position within our existing Support Function to support the continued growth of the business and to support the team and our clients. This is traditionally considered a 2nd or 3rd line Support role and requires technical acumen with a strong ability to triage.
As a technical support team member, you will be an SME on all technical processes of Procentia products and client technical function. The role will support the Technical Support Team Leader and the Group Head of Support with the team and the business by using your product and technical knowledge.
Clients raise queries and issues in our Zendesk online support system. As a Technical Support Specialist, you will investigate and resolve issues using a combination of your own technical knowledge and through liaising with Product, Engineering, IT and Professional Services teams.
Here’s what you’ll be doing
* Technical & Platform Expertise
* Advanced support of IntelliPen, payroll processes and client‑specific configurations.
* Ability to complete SQL analysis, validation, reconciliation and optimisation to support investigations and reporting.
* Security, Compliance & Risk
* Working in line with data protection, GDPR, SOC/ISO and financial services compliance requirements.
* Identifying, escalating and mitigating security risks or data integrity concerns.
* Client & Stakeholder Management
* Knowledge & Process
Key skills and experience
* Familiar with databases using Microsoft SQL Server Management Studio.
* Experience with SQL language.
* High ability to triage.
* Ability to learn new technologies quickly.
* The ability to prioritise, meet deadlines and deliver rapid outcomes.
Desirable skills
* Microsoft ASP, ASP.NET, VB.NET or C#.
* Microsoft Visual Basic for Applications (VBA).
* Python.
Let’s talk about what’s in it for you
* 25 days holiday (plus public holidays) increasing with length of service up to a maximum of 28 days, with carry‑over of up to 1 week.
* Buying and Selling holiday (up to 1 week).
* Volunteer day.
* 5% employer contribution pension.
* Life assurance.
* Private medical insurance.
* Employee Assistance Programme (EAP).
* Health care cash plan.
* Tusker – Electric Car Leasing scheme.
Don’t meet every requirement?
We know that some candidates, particularly women, disabled people, LGBTQ+ individuals, neurodivergent people and those from ethnic minority backgrounds, may hesitate to apply unless they meet every listed requirement. At Procentia, we’re committed to building a diverse, inclusive workplace where everyone can thrive. If this role excites you but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway. You could be a great fit for this role or another opportunity within our team.
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