Technical Support Specialist
Job type: Full time
Is this you?
We are seeking a skilled Technical Support Specialist with excellent problem-solving skills, previous support desk experience, and a strong background in IT to join our team, focusing primarily on supporting customers using Pageflex Software, including Studio and Storefront. The successful candidate will be responsible for providing technical support and assistance to customers through the Kayako service desk platform or similar system, as well as maintaining and troubleshooting software and systems. The ideal candidate will have excellent communication and presentation skills, a passion for customer service, and will contribute to our company’s North Star Metric. Training for Pageflex and Kayako will be provided.
Main Responsibilities
- Contribute to the achievement of our company’s North Star Metric through exceptional customer support and continuous improvement.
- Provide technical support to customers using Pageflex software, including Studio and Storefront, via the Kayako service desk platform, Teams, and telephone.
- Train and assist customers in the use of Pageflex software.
- Deliver clear and concise communication with customers and team members to ensure efficient problem resolution.
- Maintain a high level of expertise in Pageflex software, including Studio and Storefront, to provide accurate and efficient support.
- Participate in and contribute to Kaizen projects for continuous improvement within the team and organization.
- As a secondary responsibility, troubleshoot and resolve software and system issues related to Windows 10+, Server 2019+, FTP, DNS, Microsoft Teams, Power BI, and Outlook.
Requirements
- Proven experience using Windows 10+, Server 2019+, FTP, DNS, Microsoft Teams, Power BI, and Outlook.
- Excellent communication and presentation skills.
- Previous support desk experience, with proficiency in Kayako or similar system, is essential.
- Ability to work both independently and as a good team player who thrives in a collaborative environment.
- Enthusiastic, self-learner with a strong work ethic and a desire to continually improve.
Preferred experience
- Proficiency in HTML and CSS for web design.
- Experience with Adobe InDesign, Illustrator, and Acrobat.
- Familiarity with AI prompting.
- Knowledge and experience with Kaizen methodologies.
Person specification
The ideal candidate for the Technical Support Specialist position should possess the following attributes:
Essential Skills and Qualifications:
- Strong background in IT, including proficiency in Windows 10+, Server 2019+, FTP, DNS, Microsoft Teams, Power BI, and Outlook.
- Previous experience in a support desk role, with proficiency in using Kayako or similar service desk platform.
- Excellent communication and presentation skills, with the ability to deliver clear and concise information to customers and team members.
- Strong problem-solving skills and the ability to work independently as well as collaboratively within a team.
- Commitment to continuous learning and improvement, with a focus on customer service and support.
Desirable Skills and Qualifications:
- Proficiency in HTML and CSS for web design.
- Experience with Adobe InDesign, Illustrator, and Acrobat.
- Familiarity with AI prompting.
- Knowledge and experience with Kaizen methodologies.
Personal Attributes:
- Enthusiasm for providing exceptional customer support, contributing to the company’s North Star Metric.
- Self-motivation and a strong work ethic, with the ability to learn and adapt quickly.
- A good team player who thrives in a collaborative environment.
- Commitment to participating in and contributing to continuous improvement projects within the team and organization.
- Ability to maintain a high level of expertise in Pageflex software, including Studio and Storefront, to provide accurate and efficient support.
The ideal candidate should be prepared to undergo training for Pageflex and Kayako, as provided by the company.
To apply, please submit your resume and a brief cover letter detailing your relevant experience and qualifications in the form below. We look forward to reviewing your application!
This is us!
RightMarket
The ROI Group of companies consists of RightMarket, ROI360 and ROI Distribution
Our mission is to help organisations stay on-brand and give professional marketers their time back to concentrate on rewarding work that builds brand value.
We are a design platform for brands.
We make our client’s brands accessible throughout their organisation. By allowing users enough freedom/flexibility to create the artwork they need but not too much so they can’t harm the brand.
Working with our client’s brand and design teams, we turn all the core artwork into SMART templates within the RightMarket platform.
Users then edit on top, not design from the ground up
Benefits
- 25 days holiday plus bank holidays
- Auto Enrolment Pension Scheme
- Optional Private Health Insurance from 6 months onwards
- Working from home full-time makes for a very short commute
- Remote working doesn’t mean never seeing each other! We organise amazing staff gatherings several times a year (usually within Cambridgeshire or London). From cocktail making, escape rooms and minigolf to axe throwing and dragon boating, we like to make the most of the time we do spend together!