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Senior Technical Support Specialist Manchester

4 months ago

Manchester Twp, United States Infinity Tracking Full time

Support Reigate, Manchester **Senior Technical Support Specialist**

We usually respond within **three days**

Salary: 35,000 subject to experience

Location: Reigate or Manchester

Job type: Full time

Reporting to: Technical Support Team Leader

Infinity delivers call intelligence pioneered for business. We unlock clarity from the conversations companies have with their customers. We are a cloud-based call tracking platform, and an integral part of the technology stack for marketing teams and contact centres across our extensive international client base.

Our journey started in 2010 when we identified the need for a call tracking product from over a decade of experience of managing paid search campaigns.

Following a steady, organic growth and a strategic investment, we now have a presence across five locations, including London, Manchester, and San Francisco.

Despite our continued growth we stick to a set of core values which we think makes us a great place to work and has made us the success that we are today, and the success we will be in the future. To be part of this inspiring team, you will need to have Impact in all you do, work smart, and be daring, fun and positive In return you will get a great work environment, a set of colleagues like no other, and be able to build your skills and career with us.

**Profile of Role**

The Senior Technical Support Specialist role is vital for providing a highly effective and technically compatible service to existing clients by being the liaison between development, solutions and our customers within Support. This is achieved through providing 3rd line technical support to colleagues within the support team and directly to customers. The overall aim is to ensure our customers unique requirements have been carefully considered to ensure the right solution and support response is provided and implemented customers get off to the best possible success and longevity of the subscription through providing a strong operational and technical grounding.

**About you**

Our ideal candidate will be self-motivated and bring a high level of energy to the team. You will need to think outside the box and actively contribute to improve our customers experience and ensure customers are adopting the solution. You will be willing to go the extra mile and be able to spot customer needs and opportunities. You will be able to communicate effectively across departments and ensure the customer needs are being met.

**Key Responsibilities**

* Be the point of escalation for technical support tickets, by providing 3rd line technical support to both Support Representatives and to external customers.

* Work closely with the Solutions and Development Teams by being the liaison between both teams and Support and mitigate as many requests being sent into each team by keeping ownership within support.

* Maintain an ethos of continual improvement in the team and wider business whether that be re-defining processes, better use of technology etc. to maximise operational efficiencies. Provide regular feedback between Solutions and Development, to ensure we are reviewing technical issues and restrictions that occur within support.

* Proactively produce and update technical content within the Campus, ensuring technical knowledge is known and up to date. Ensure regular training is conducted with support representatives and knowledge is shared across the wider CX team in knowledge sharing sessions.

* Provide technical assistance to Customer Success team post sale. Attend offsite client meetings and virtual meetings where appropriate.

* Communicate regularly in line with our behaviours with internal and external stakeholders and escalate any issues in a timely and professional manner to ensure their effective resolution.

* Create complex IVR and Dial-Plan Diagrams and complete thorough handover to the development and platform teams where applicable.

* Preserve and grow your knowledge of technical procedures, products and services within our own business and within our industry e.g. competitor and marketing knowledge. Maintain a good understanding of the marketing technology sector and have overall commercial awareness for the business.

* Maintain a strong understanding carriers' information, including restrictions and commercial understanding of number ordering and telco cost. Always have an up to date knowledge of POAs and any territory restrictions and unsure this is shared across relevant departments e.g. Sales and CX.

* Review cases of a technical nature to ensure replies are technically understood and responded to appropriately. Identify skills gaps/weaknesses within the support team and ensure there is a clear plan to provide training and support to address their needs and provide better career progression.

**Key Skills:**

* Customer focused individual who is self-motivated

* Ability to use own initiative and think outside the box

* Creative mindset and ability to question and find answers to solutions.

* Excellent telephone manner, with strong written and oral communication skills, including complaint handling skills.

**Knowledge & Experience:**

* 3+ years of customer service experience in B2B software.

* Technically minded who has a passion for technology.

* A valued team member who upholds Infinity behaviours and professional integrity.

* Proven experience in a technical support style role.

* Excellent organization; project management; time management and communication skills.

* Self-starter who actively looks for improvements and drives the continuous improvement agenda.

* Experience using Salesforce.

* Experience with Telecommunications.

* Experience with MarTech Integrations.

* Understanding of the Digital Marketing landscape.

* Experienced in troubleshooting JavaScript and HTML.

* Experience working within SaaS business.

**Benefits you can enjoy**

* 25 days holiday (with the option to buy up to an additional 5 days per year)

* Private single medical insurance

* Employee Assistance Programme

* Life Assurance (4x Salary)

* Enhanced Maternity and Paternity Pay

* Tech Scheme Loan (of up to 2,000 per year)

* Ride to Work Scheme

* Season Ticket Loan

* Dedicated annual company and team social budget

At infinity, our aim is to be the best call tracking provider in the world and to do that we welcome our employees with open arms and create an environment where you can bring your best self, every day Infinity is proud to be an equal opportunity workplace, we believe that diversity and inclusion among our incredible workforce is critical to driving our success and helping us achieve our ambitious targets Our mission is to recruit, develop and retain the most talented individuals, each with their own story to tell.

Our journey started in 2010 when we identified the need for a call tracking product from over a decade of experience of managing paid search campaigns.

Following a steady, organic growth and a strategic investment, we now have a presence across five locations, including London, Manchester, and San Francisco.

Despite numerous additions to our platform, our founding principles still drive what we do now. We give businesses clear, reliable insights on how their digital strategy is performing today, making it easier for them to get better results tomorrow.

The possibilities for our clients continue to grow as we work on numerous exciting developments, and curate an expanding network of tech and agency partners.