Support Specialist

TOPdesk are looking for an outstanding candidate to join our Technical Product Support team in central Manchester!

What are you going to do?

You are the first point of contact for all existing customers who have questions about our software and how to use it. This means that you will spend most of your week communicating with customers, analysing, researching, and finding solutions to a wide array of inquiries.

Day-to-day you’ll be responsible to:

• Develop & build upon relationships with existing customers.
• Represent our highly regarded, high-performing Support team.
• Work on both first- and second-line incidents, ranging from basic functional requests to more complex troubleshooting.
• Contribute to specialist projects such as reporting, automation, training / mentoring, case management of customers, and more.
• Expand your knowledge in our software to be able to provide expert-level support to our customers.
• Collaborate with both UK and international colleagues.

What will joining the team look like?

No worries if you don’t have prior tech experience – we’ll teach you everything you need to know to be successful!

As Support is a knowledge-centred role, your first few months will focus on lots of learning, but we will support you every step of the way! You’ll be reporting into the Head of Support of the UK, and will be following an extensive, two-phase training programme. During phase one we’ll start you slow with some of the more basic customer queries, and you’ll build your knowledge as you develop.

Phase one focuses on:

• Who’s who at TOPdesk – embedding yourself in both the UK and international Support team.
• Understanding our global goals & culture.
• Understanding our customer base.
• Learning how TOPdesk is used, how it works, and starting to answer functional questions from our customers.

Phase two focuses on more technical aspects of the role such as:

• The TOPdesk API and how TOPdesk interacts with other systems.
• MS SQL databases.
• Automation.
• How our cloud-hosted SaaS solution works.

The trainings will be conducted mostly remotely as well as in person, at our offices in the Netherlands, London, and Manchester.

Are you our next Technical Product Support Specialist?

• Any degree is welcome, but an interest in technology is preferred.
• Extremely customer-focused, and prepared to go the extra mile to deliver a great customer experience.
• Someone who has strong written & verbal communication skills.
• Ability to find information from several different sources, and is not afraid to ask for help.
• Analytical, self-motivated, and solution-focused.
• Collaborative and able to work with a wide variety of people.
• Previous customer-facing or customer support experience preferred.