Technical Support Specialist

About the Position

Technical Support Specialist

Location: England, Tyne and Wear, Newcastle upon Tyne

Salary: £26,000 to £28,000 GBP

Employment Type: Perm

Date Posted: 2026-07-06

We are looking for a proactive and customer-focused Technical Support Specialist to join a growing software support team. This is an exciting opportunity to work with a cloud-based business software platform, providing expert technical assistance to customers and helping them get the most from our solutions.

You'll be responsible for investigating technical issues, troubleshooting software problems, and working closely with internal teams to deliver timely resolutions. This role is ideal for someone who enjoys solving complex problems, communicating with customers, and working in a collaborative, fast-paced software environment.

This position is hybrid, with a combination of office-based and remote working following the successful completion of probation.

Responsibilities

Customer Support

• Deliver high-quality technical support to customers via telephone, email, and support portal.
• Investigate and resolve software-related issues using effective troubleshooting techniques.
• Manage your own workload, ensuring support requests are prioritized and progressed within agreed service levels.
• Accurately record all customer interactions and technical findings within the support ticketing system.
• Assist customers with software functionality, configuration, and best practice.
• Escalate complex or unresolved issues to senior technical teams when appropriate.
• Reproduce software defects and provide detailed information to engineering teams to support investigation and resolution.
• Keep customers informed throughout the support process, providing regular updates and clear communication.

Service Excellence

• Deliver an outstanding customer experience by providing professional, knowledgeable, and friendly support.
• Contribute to the development of internal knowledge articles and support documentation.
• Identify opportunities to improve support processes and customer satisfaction.
• Ensure service level agreements (SLAs) and departmental performance targets are consistently achieved.

Team Collaboration

• Work closely with Product, Engineering, and Customer Success teams to resolve technical issues efficiently.
• Share customer feedback and recurring issues to help influence future product improvements.
• Collaborate with colleagues across the business to deliver a seamless customer experience.
• Support additional team initiatives and projects as required.

Requirements

Core Skills

• At least two years' experience within a software or application support role.
• Strong problem-solving skills with the ability to diagnose and resolve technical issues.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to a range of users.
• Experience supporting customers in a fast-paced software or SaaS environment.
• A customer-first mindset with a genuine passion for delivering excellent service.
• Experience using service desk or ITSM platforms to manage support requests.
• The ability to prioritize multiple tasks and work effectively under pressure.
• A collaborative approach and the confidence to work across multiple teams.

Technical Knowledge

Essential:

• Experience supporting software applications.
• Familiarity with Windows operating systems and Microsoft 365.
• Experience using remote support tools.
• General understanding of networking and IT infrastructure.
• Knowledge of support ticket management and incident handling.

Desirable:

• Basic SQL or MySQL knowledge.
• Experience supporting ERP, finance, or business management software.
• Understanding of accounting processes or financial systems.
• Experience within construction, engineering, or similar project-based industries.
• Previous experience working within a cloud-based SaaS organization.

We Offer

• Competitive salary.
• Hybrid working arrangement.
• Generous annual leave allowance.
• Company pension scheme.
• Life assurance.
• Health and wellbeing benefits, including access to healthcare support and employee assistance services.
• Flexible benefits programme, including retail discounts and wellbeing initiatives.
• Ongoing training and professional development opportunities.
• A supportive, collaborative working environment with genuine opportunities for career progression.

About the Company

Nigel Frank is a leading recruitment firm specializing in placing candidates in various technical and support roles across different industries. We pride ourselves on delivering exceptional service and helping our clients find the best talent to drive their business forward.