Reporting to: Group Customer Support Manager

Department: Technical Operations

Location: Exeter/Stirling

The Role

The Technical Operations Specialist will provide a high level of technical help and advice to customers and internal stakeholders across a range of CitNOW Group software applications.

This role will include, but not limited to, assisting with high level helpdesk tickets, taking advanced queries from account managers, field team and Customer Support agents, troubleshooting and fault resolution of system related issues, and assessing and prioritising system issues that have been raised to the Development team. You will also provide relief for front line support as and when required.

Key Responsibilities

• Handling escalated support cases
• Diagnosing, resolving and triaging of advanced technical issues
• Identifying and creating ways to assist processes within the Customer Support team using technical means
• Liaising with stakeholders and customers in order to facilitate swift resolution of issues
• Escalating incidents and issues where necessary
• Prioritising and organising issues raised with Development team

Knowledge & Skills

• Experience of working in a commercial Helpdesk or Support role is essential
• Excellent customer service and communication skills
• Able to work well as part of a fast-paced team and works to own initiative
• Proficient with technology with a high level of IT literacy
• Excellent analytical, diagnostic and problem-solving skills
• Good knowledge of Microsoft SQL Server, IIS, HTML & CSS skills, Office and Windows
• A positive attitude, willingness to learn and continually striving to improve
• Skilled in organising tasks and establishing priorities to meet deadlines
• Strong work ethic, self-starter with a proactive approach
• Communication Skills: writes clearly and concisely, speaks effectively and listens attentively
• Interpersonal Skills: enthusiastic with a can-do attitude, works well with others, supportive, motivates and cooperates with others
• Organisational Skills: punctual and attentive, high levels of attention to detail
• Problem Analysis: ability to understand the main problem, identify the potential causes and propose solutions
• Teamwork: ability to participate and contribute to the overall effectiveness of the information systems throughout the organisation

Key Stakeholders

• Sales Director
• Key Account Directors
• National Account Managers
• UK Customer Success Director
• Customer Success team

Our Brand Values

• We are powered by our people
• We delight our customers
• We make it happen
• We are always learning
• We are One Team

To Apply

Please send your CV to hr@citnow.com.