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Technical Support Specialist, London (Wembley)
Client: PIE Recruitment
Location: London (Wembley), United Kingdom
Job Category: Other
EU work permit required: Yes
Job Views:
4
Posted:
28.04.2025
Expiry Date:
12.06.2025
Job Description:
Graduate Technical Support Executive - HR Software
Progression potential to Customer Success
Route into the world of SaaS
22 days holiday + your birthday off
This role is suitable for a graduate with some basic work experience, or someone with no degree but 1-2 years experience in desktop support. You will work within a growing team to support customers with software and hardware issues as a 1st line agent.
The Company
A pioneer in SaaS workforce management and access control solutions, with over 30 years’ experience, helping thousands of organizations across EMEA operate more efficiently, save money, and ensure safety.
The Role
As part of the Technical Support Team, you will handle reactive and proactive customer activities, acting as the primary contact via phone and email for support queries. You should be comfortable working in a team and possess strong interpersonal skills. The successful candidate must be in the Wembley office 5 days a week.
Responsibilities
* Respond promptly to helpdesk requests, triage, and assign tickets.
* Manage the technical support mailbox, create and handle support tickets.
* Provide first-response technical support for hardware, software, and systems issues via email or phone, and log tickets.
* Assist in scheduling engineers for customer site visits.
* Handle basic administrative tasks such as booking hotels.
* Report recurring issues to tier-2 support and gather feedback for troubleshooting or FAQ creation.
* Prepare devices for shipment and coordinate collections from engineers.
The Person
* Interest in developing a career in Customer Support or Customer Success within a tech company, whether as a first role or a step up from a similar support position.
* Excellent verbal and written communication skills.
* Strong customer service and problem-solving abilities.
* Good troubleshooting skills with software.
* Proficiency in various computer software.
* Ability to prioritize tasks and manage time effectively.
* Attention to detail.
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