First Line Support Technician

· Respond to client queries and issues via email, phone or ticketing system in a timely and professional manner.

· Provide first-line technical support and troubleshooting assistance to resolve client-reported issues related to our software.

· Conduct initial diagnosis of technical problems, escalate complex issues to the development team and follow up to ensure timely resolution.

· Contribute and document to the creation and maintenance of support documentation, FAQs and knowledgebase articles.

· Monitor system alerts and notifications, proactively identify and address and potential issues or anomalies.

· Collaborate with cross-functional teams, including Customer Success and Development to ensure seamless client support and product improvement.

· Adhere to service level agreements (SLAs) for response times and issues resolution, ensuring client satisfaction and retention.

· Participate in regular training sessions to stay updated with new features and improvements in Guestia's products.

· Proven experience in a customer-facing technical support role, preferably in the software or technology industry.

· Strong technical aptitude and problem-solving skills, with the ability to quickly learn and troubleshoot software applications.

· Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical users.

· Experience working with hospitality management software or similar systems is a plus.

· Familiarity with ticketing systems (e.g. Freshdesk) desirable but not essential

· Ability to work independently and collaboratively in a fast-paced environment, with a strong sense of accountability and attention to detail.

· Flexibility to work occasional evenings or weekend to provide support coverage as needed.

· An interest in sports and sports hospitality

Preferred Qualifications

· ITIL Foundation (desirable but not essential)

· Experience in dealing with customers

· Experience in a SaaS enviroment

· Knowledge of help desk software,

• A-Level or equivalent (preferred), Technical support: 1 year (required)


• Customer service: 1 year (required)
  
  · Flexible working hours (within 8am - 6pm)


· Flexible remote working (upon completion of probation, minimum 3 days a week in the office)

· Private Health Care

· Company Car Scheme

· Monthly Socials

· Company Days Out

· Company Pension

· Performance Bonus'

· Competitive salary

Job Type: Full-time

Pay: £24,000.00-£27,000.00 per year

Benefits:

• Company events


• Company pension


• Free parking


• On-site parking


• Private medical insurance


• Work from home


Schedule:

• Monday to Friday


• Weekend availability


Supplemental pay types:

• Performance bonus