Application Support Technician

We are looking for a 1st / 2nd line Support Technician to join our client facing Support Team. Working remotely with the option to work from our Plymouth office, you will be the main point of contact for clients using our custom software, supporting those who have technical issues or queries.

Our Application Support team is the go-to contact for clients using our custom software, helping them overcome technical challenges and get the most from our platform. In this role, you’ll deliver 1st and 2nd line support to local government clients who rely on our solutions to provide vital community services. Your day could involve triaging new tickets, setting priorities, offering expert guidance, or diving deep into analysis to uncover root causes and resolve complex software issues. You’ll collaborate closely with your team and developers to keep clients informed and ensure swift resolutions. With a high level of autonomy, you’ll take ownership of your workload and see tasks through to completion - making a real difference to the services communities depend on.

The Support Desk operates 8am to 6pm Monday to Friday and this position is based on 37.5 hours per week working on a rota within these hours.

Whether you’re a customer service professional with a passion for technology, or a technical wizard with great people skills, in this role you’ll quickly build an in-depth knowledge and understanding of our platform capabilities to support our clients and ensure that their needs are met efficiently.

Key Responsibilities

1st Line Support:

• Triage new incoming tickets, providing acknowledgement of receipt, assigning correct priority, classification and required resources.
• Review new incoming tickets to ensure relevant information has been supplied, replying to the client to request more if needed.
• Provide basic guidance and information to clients, including links to relevant knowledgebase articles where relevant.
• Escalating high priority tickets within relevant SLA timeframes

2nd Line Support:

• Conducting in-depth investigation into reported platform faults and requests for guidance.
• Providing technical guidance and support to clients.
• Documenting your investigation clearly for escalation to 3rd line support when required.
• Taking ownership of tickets to ensure that they meet SLA

Other:

• Complete accurate and timely ticket administration, ensuring that all guidelines are followed around the management of tickets.
• Escalate common issues to senior staff to ensure problems can be resolved at root cause rather than one by one.
• Tracking and monitoring all unresolved tickets to ensure clients get timely responses and ticket progress efficiently through the full lifecycle.

Ad hoc:

• Provide support to other internal teams as required.
• Contribute to the development and maintenance of support documentation, knowledge bases, and best practices.

If you want to know more about what the day to day in this role really looks like, check out our website for more details.

The Support team

As part of our Support team, you’ll be one of the first points of contact for all of our clients. Our Application Support team are part of our wider Client Services team which includes application support technicians, client success managers, consultants, trainers, technical authors, and network support technicians. Led by our Head of Client Services, we work closely with the Project Management, Sales, and Engineering teams to:

• Ensure that our client’s needs are met or exceeded in the best possible ways, contributing to maintaining our strong client retention and renewals.
• Provide excellent communication for our clients, ensuring they have a clear visibility of progress throughout the duration of their contract.
• Ensure that our products are maintained effectively, and problems resolved quickly.
• Answer customer queries and concerns providing proactive solutions.
• Gather insights and share knowledge across the business, advocating for our clients to ensure our products continue to improve and deliver excellent value for our clients.

No one fits a job description perfectly, and we celebrate that. We value diverse experiences and know that great skills come in many forms. If you’re passionate about software development and excited by this opportunity, we’d love to hear from you, even if you don’t tick every box. Your unique perspective could be exactly what we need., * 1+ years of experience in a customer/client facing role, preferably in a similar industry.

• Experience in a role or education that ensures you can demonstrate a clear understanding of basic software development principles and possess strong technical competencies. Degree level qualification in a STEM subject preferred.
• Preferably experience using Jira or a similar software bug tracking systems.

Skills:

• Strong communication and interpersonal skills, with a focus on excellent written communication.
• Confident with new technologies, proactive with self-development able to become a subject matter expert quickly.
• Excellent problem-solving skills and a proactive approach to addressing client needs.
• Ability to work cross-functionally with teams such as software engineers, consultants, and sales.
• A client first approach to work.
• A proactive approach to addressing client needs.
• Values teamwork, knowledge sharing, and continuous improvement.

Job Types: Full-time, Fixed term contract

Pay: £25,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Enhanced maternity leave
• Flexitime
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Paid volunteer time
• Referral programme
• Sick pay
• Work from home

This is a 6 month temporary position with GOSS, part of the AdvT Group, with the potential to become permanent based on performance and business needs. It’s a fantastic opportunity to join our team, demonstrate your skills, and explore a long-term future with us.