Technical Support Consultant

Yolk Recruitment are supporting a leading technology business within the finance sector in their search for a Technical Support Consultant to join their growing support team in Bristol.

This is an opportunity to join a collaborative technical support team supporting specialist pensions and pensioner payroll software used by clients across the UK.

This role would suit someone with previous application or technical support experience and a background in pensioner payroll, pensions administration or pension payroll operations who enjoys problem solving and working with clients.

What you'll be doing

• Providing technical support for software applications via phone, email and Microsoft Teams
• Managing incidents and service requests through a ticketing system, ensuring SLA targets are achieved
• Troubleshooting application issues and resolving problems where possible
• Escalating more complex issues to internal technical specialists when required
• Supporting user administration, including password resets and account management
• Working closely with clients to provide guidance and effective resolutions
• Producing and maintaining support documentation and knowledge articles
• Collaborating with colleagues to improve processes and share knowledge
• Using your pensioner payroll knowledge to investigate client queries relating to payroll calculations, pension increases, deductions, arrears, overpayments and payment outputs.
• Identifying when payroll-related issues could impact pensioner payments and escalating where appropriate.

• Previous experience within Application Support, Technical Support or IT Support.
• Strong pensioner payroll experience, either as your main role or as a significant part of a pensions administration, payroll, benefits or client service position.
• Understanding of the end-to-end pensioner payroll lifecycle.
• Experience working with ticketing systems and managing incidents.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.

Desirable

• SQL knowledge
• Active Directory
• Microsoft Office 365
• Windows Server
• JIRA
• Confluence

• Salary up to £50,000 depending on experience
• Hybrid working
• Structured training and ongoing development
• Supportive and collaborative team environment
• Opportunity to develop within a specialist software business