Technical Support Specialist
Role details
Job location
Tech stack
Job description
As a Technical Support Specialist, you will be the frontline technical expert for our customers, providing high-quality support for our on-premise legal case management software. You will diagnose and resolve software, infrastructure, and configuration issues, working closely with customers, internal development teams, and implementation consultants., * Provide 2nd-line (and complex 1st-line) technical support to our clients using our legal case management software, via phone and email correspondence.
- Actioning inbound and outbound support requests through our ticketing system.
- Develop in depth knowledge of SOS's software and systems and collaborate with escalations to the Development team to deliver improved integration services.
- Troubleshoot application, database, and environment-related issues (Windows servers, networking, integrations, etc.)
- Investigate and resolve incidents, service requests, and defects within agreed SLAs
- Analyse logs, databases, and system configurations to identify root causes
- Escalate defects and complex issues to development teams with clear technical detail
- Support software upgrades, patches, and customer environments where required
- Maintain accurate case notes, documentation, and knowledge base articles
- Communicate clearly and professionally with customers, both technical and non-technical
- Contribute to continuous improvement of support processes and tooling
- Support both internal teams and our customers with Helpdesk enquiries.
- Meeting operational KPIs including: Customer Satisfaction, Response Time (RT), First Contact Resolution (FCR) & Average Handling Time (AHT).
- Maintaining up-to-date knowledge of SOS's products and services.
- Attending all Learning & Development training sessions and completing all related assessments.
- Communicating promptly, clearly and accurately with customers and internal teams.
Requirements
Do you have experience in Technical support?, Do you have a Bachelor's degree?, This role is ideal for someone who enjoys problem-solving, has strong technical foundations, and takes pride in helping customers succeed in complex environments., * Experience in a technical support, application support, or service desk role
- Strong understanding of on-premise software environments
- Working knowledge of:
- Windows Server environments
- Progress Databases (e.g. Querying, basic performance analysis)
- Application configuration and troubleshooting
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Ability to diagnose complex issues and explain solutions clearly
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Strong customer service mindset with excellent written and verbal communication skills
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Comfortable working with ticketing systems and support workflows
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Experience supporting case management, legal, public sector, or enterprise systems
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Knowledge of:
- Networking concepts (firewalls, ports, certificates)
- Integrations and APIs
- Experience working in regulated or security-sensitive environments
- ITIL knowledge or experience in structured support environments
- Strong ability to deal with ambiguity.
- Strong ability to find creative solutions to situations.
- Strong communication skills, and an ability to motivate others.
Benefits & conditions
Pulled from the full job description
- Employee discount
- Life insurance
- Employee assistance programme
- Company pension
- Private medical insurance, What you'll get
On top of a competitive salary, we also offer an excellent benefits package:
- SOS pays 8% of your qualifying salary into your pension.
- Private health insurance, including optical and dental.
- Life insurance cover.
- Employee Assistance Program.
- PerkBox membership.
- 25 days holiday (plus 8 bank holidays).
- Free light lunch and snacks.
