Technical Support Assistant

Please note: This role forms part of a weekend standby rota. The rota is shared across the Technical Support team, with additional pay or time off in lieu provided in accordance with company policy.

About the Role

Newpark is a growing technology company based in Bristol, providing innovative parking management solutions to customers across the UK.

We’re looking for a friendly, organised and customer-focused Technical Support Assistant to join our Technical Support team. This is an excellent opportunity for someone who enjoys helping people, has an interest in technology, and wants to build a long-term career in technical support.

As the first point of contact for our customers, you’ll answer calls and emails, log and manage support requests, carry out basic troubleshooting, and ensure issues are passed to the appropriate technical specialists when required. Full training will be provided on our software, hardware and support procedures, so previous technical support experience isn’t essential., * Act as the first point of contact for customer support requests via phone, email and other communication channels.

• Deliver a friendly, professional and efficient customer experience.
• Log, categorise and prioritise support tickets within our service management system.
• Carry out initial troubleshooting using training materials and support documentation.
• Escalate more complex issues to Technical Support Specialists or arrange engineer visits where required.
• Keep customers updated on the progress of their support requests.
• Support users of our Trust App with routine enquiries such as password resets, account access and general guidance.
• Maintain accurate support records and documentation.
• Work closely with colleagues across Technical Support, Projects and other departments to ensure customers receive timely resolutions.
• Participate in a shared weekend standby rota to provide out-of-hours support when required., At Newpark, we invest in our people. You’ll receive comprehensive training on our products, systems and support procedures, along with ongoing mentoring from our experienced Technical Support team.

As you develop, you’ll have opportunities to expand your technical knowledge, take on additional responsibilities, and progress within the Technical Support department, with a clear pathway towards a Technical Support Specialist role.

Why Apply?

• Join a friendly and supportive team.
• Full training provided - no previous technical support experience required.
• Build a long-term career within a growing technology company.
• Gain hands-on experience supporting innovative software and hardware solutions.
• Clear opportunities for career progression.

If you’re a strong communicator with a positive attitude and enjoy solving problems, we’d love to hear from you., * Excellent communication and customer service skills.

• Good organisational skills and attention to detail.
• Confident using computers and Microsoft Office.
• A positive attitude and willingness to learn.
• Ability to remain calm and professional when handling customer issues.
• Comfortable working both independently and as part of a team.
• Based within commuting distance of Bristol.

Desirable (but not essential)

• Previous experience in customer service, office administration or a helpdesk environment.
• Experience using ticket management or CRM systems.
• An interest in technology and problem-solving.
• Experience supporting customers by telephone or email.

Pulled from the full job description

• Sick pay
• Free parking
• Company pension
• Casual dress
• On-site parking, * Company laptop and mobile phone.
• 25 days holiday plus bank holidays.
• Birthday off.
• Company pension scheme.
• Casual dress code.
• Free on-site parking.
• Sick pay.
• Ongoing training and career development.