Key Details

Job Title: Technical Support Agent

Industry: Information Technology & Services, Retail

Employment Type: Full-time

Job Functions: Provide excellent, consistent and professional levels of service to our customers and all aspects of the business.

Location: Essendine, Rutland

Hours: 9am to 5pm – Monday to Friday (35 hour contractual working week)

Holiday: 25 working days holiday plus statutory holidays

Probationary Period: 3 months

About The Role

We’re recruiting new Technical Support Agents to work directly with our customers to educate them on features, diagnose issues and carry out remote remedial work to our software. Day-to-day, we work with Linux (Debian) and MySQL and this is a great opportunity for those with skills or an interest in these areas. Every member of the support team also receives direct support from their colleagues, supervisors and management, so a problem for you can be solved by all. We’re also passionate about training and skill development, so an advanced knowledge of these platforms isn’t required from day one.

What you'll be doing





• Understanding the operation of our bespoke software systems, the hardware and software for the both applications, and to seek ways to improve the reliability and performance of the systems
• Take customer calls and attempt to resolve the customer’s enquiry or issue by remotely connecting to customer sites.
• Telephone customers and talk through certain functions, and explain the causes and solutions to the problems.
• Participate in the out of hours support rota (this could amount to 1 week in 8)
• Escalate issues to your line manager as appropriate (and according to procedure)
• Maintain a high level of call logging issue quality (ensuring others can follow your work)
• Liaise with customers professionally at all times
• Participate in ongoing training as systems evolve and new features or functionality is built
• Ensure the working environment is kept tidy and professional at all times
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📌 Technical Support Agent (Ciudad de México)
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