Support Agent, salary DOE

We’re a tech scale up with plans for global market domination. Already a few years in, we’ve done the groundwork and have an amazing presence, high profile customers and success stories.

The journey is at times tough, but the rewards are immeasurable. We’re dedicated, focused and already on the uphill path to domination. Are you in?

Salary: DOE

Working hours: Monday to Friday, 09:00am to 5:30pm (30 min lunch break)

Office based: Stampede, 30 Maritime Street, Unit 4F (The Loft), Leith, City of Edinburgh, EH6 6SE

Here are the personal traits and experience we’re looking for:

• Quick learner, value-driven, highly inquisitive

• Energetic, enthusiastic with a strong desire to always improve

• Strong record of success in whatever you have done

• Exceptional verbal and written communication skills

• Coachability

Whilst not essential, the following will certainly help:

• Call centre experience

• Previous technical support experience

What you'll be working on

• Solving problems!

• 1st line support via Telephone, Email Ticketing and LiveChat - understanding the issue and triaging effectively whilst maintaining open communication channels with the customer

• 2nd line support, functional & technical

• Helping the product team to manage improvements by reporting bugs

• Testing and Quality Assurance - new features and bug fixes

• Manage, maintain and improve infrastructure supporting our product including internal and external Knowledge Bases

• Supporting partners out in the field (you on the phone, supporting a partner who is on site)

• Implementing all-new Stampede customers

• Working with 3rd party IT providers to implement as above

Soft Skills

• Excellent communication; verbal and written

• Proven experience in building and maintaining relationships with customers and partners

• Must be able to manage workload, prioritise and make decisions as to what needs to be completed and when

• Teamwork

Technical Skills

We’re not expecting you to have skills in all of the below however these are the technical things that support our product so being confident in learning them is essential:

• Networking technologies – LAN / WAN and Wireless

• Core internet technologies – Routing and Switching, DNS, DHCP, OSI Model

• Professional grade WiFi Access Points & their cloud controllers (Ubiquiti UniFi, Ruckus, Cisco Meraki, OpenMesh)

• Infrastructure technology; EC2, S3, RDS, Route 53, IAM, Lambda, API Gateway

• Cloud providers, specifically Amazon Web Services (AWS)

• Marketing software used within Hospitality; Mailchimp, DotMailer, Facebook, Constant Contact, Zapier, Drift etc.

• Support ticketing software and CRM i.e. ZenDesk, Hubspot, AutoTask etc.

What's in it for you?

• Workplace pension

• Premium work PC and equipment from Apple

• 33 total days holiday per year

• Join a small team, make a big impact

• Other perks you'd expect at a fast growing tech company.

If you’re passionate about making a difference, and want to help build a software company, drop us your CV and cover letter telling us why you want to be part of our journey.