What Jobs are available for Technical Roles in London?

• Provide first-line technical support to users, resolving hardware, software, and network issues.
• Escalate complex problems to senior support staff when necessary.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Assist in troubleshooting network connectivity issues.
• Manage user accounts and access permissions.
• Document support requests and resolutions in a ticketing system.
• Contribute to the creation of support documentation and knowledge base articles.
• Participate in regular training sessions to develop technical skills and product knowledge.
• Learn about IT security best practices and assist in maintaining system security.
• Gain experience in various IT environments and technologies.
• Develop customer service and communication skills.
• Work towards achieving a recognised IT qualification (e.g., Level 3 IT Support Technician).

• A strong interest in technology and IT support.
• Good problem-solving and analytical skills.
• Excellent communication and interpersonal abilities.
• A willingness to learn and a proactive attitude.
• Basic understanding of computer hardware, operating systems (Windows/macOS), and networking concepts is advantageous but not essential.
• Ability to follow instructions and work as part of a team.
• Good organisational skills and attention to detail.
• Must be eligible to work in the UK and meet the apprenticeship funding criteria.

• Provide advanced technical support and troubleshooting for software products via phone, email, and chat.
• Diagnose and resolve complex technical issues, including software bugs, configuration problems, and network connectivity issues.
• Guide customers through software installations, configurations, and upgrades.
• Manage and prioritise incoming support tickets, ensuring timely and effective resolution.
• Escalate critical issues to appropriate internal teams and follow up until resolution.
• Document technical solutions and contribute to the creation and maintenance of a comprehensive knowledge base.
• Identify recurring customer issues and provide feedback to the product development team for improvement.
• Assist in training junior support staff and sharing technical expertise.
• Maintain a high level of customer satisfaction through professional and efficient service.
• Participate in team meetings and contribute to the continuous improvement of support processes.

• Bachelor's degree in Computer Science, IT, or a related field, or equivalent practical experience.
• Minimum 4 years of experience in a technical support or helpdesk role.
• Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Superb communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools.
• Ability to work independently and collaboratively in a hybrid work environment.
• Customer-focused mindset with a commitment to delivering exceptional service.

• Provide advanced technical support to customers via various channels, including email, chat, and phone, addressing complex issues related to our software applications.
• Troubleshoot, diagnose, and resolve technical problems, including software bugs, integration issues, and performance bottlenecks.
• Escalate unresolved issues to appropriate internal teams (e.g., Engineering, Product) with detailed documentation and clear reproduction steps.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
• Identify recurring issues and provide feedback to the Product and Engineering teams for product improvement.
• Assist in the onboarding and training of new technical support team members.
• Monitor support queues and ensure timely resolution of customer inquiries within defined SLAs.
• Proactively identify potential customer issues and suggest preventative measures.
• Collaborate with cross-functional teams to ensure a seamless customer experience.
• Contribute to the continuous improvement of support processes and tools.
• Stay up-to-date with product updates, new features, and industry best practices in technical support and customer service.
• Participate in on-call rotation as needed to provide 24/7 support coverage.

• Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent work experience.
• Minimum of 5 years of experience in a technical support or customer success role, with a focus on software applications.
• Proven ability to troubleshoot complex software issues and provide effective solutions.
• Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and common software architectures.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving skills.
• Ability to work independently, manage time effectively, and prioritise tasks in a remote environment.
• Customer-centric mindset with a passion for delivering exceptional service.
• Experience in a SaaS environment is highly desirable.
• Familiarity with API integrations and database concepts is a plus.
• Experience creating and managing knowledge base content.

• Provide advanced technical support to end-users and internal teams, diagnosing and resolving complex hardware, software, and network issues.
• Escalate unresolved issues to appropriate internal teams (e.g., engineering, product development) with detailed analysis and troubleshooting steps.
• Develop and maintain comprehensive technical documentation, including FAQs, knowledge base articles, and troubleshooting guides.
• Train and mentor junior support staff, sharing expertise and best practices.
• Monitor support ticket queues, ensuring timely and effective resolution of customer inquiries according to service level agreements (SLAs).
• Identify recurring technical problems and collaborate with product teams to implement long-term solutions and product improvements.
• Participate in the testing and rollout of new software versions and features, providing feedback on usability and functionality.
• Manage customer expectations and communicate technical solutions clearly and concisely, both verbally and in writing.
• Proactively identify opportunities to improve customer satisfaction and support processes.
• Contribute to the development and implementation of support policies and procedures.
• Handle challenging customer interactions with professionalism and a commitment to resolution.

• Proven experience in a technical support or helpdesk role, with at least 5 years in a senior capacity.
• In-depth knowledge of operating systems (Windows, macOS, Linux), network protocols, and common software applications.
• Experience with CRM and ticketing systems (e.g., Zendesk, ServiceNow).
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.
• Excellent communication and interpersonal skills, with a customer-focused approach.
• Ability to explain technical concepts to non-technical users.
• Experience in scripting (e.g., PowerShell, Bash) is a plus.
• Familiarity with cloud platforms (AWS, Azure, GCP) is advantageous.
• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are desirable.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

As a Technical Support Specialist at Corcentric, you will join a collaborative team within an ambitious, entrepreneurial global organization. You will be tasked with supporting customers by answering questions and resolving issues related to Corcentric software solutions. 

This key position reports to the Sr. Manager, Customer Support within our Global Client Services team. We’re a dedicated, down-to-earth group in a growing global organization offering plenty of opportunity. We look forward to adding you into the mix! 

As a Technical Support Specialist, you’ll be responsible for: 

• Responding to incoming customer support requests, both technical and non-technical, via phone and email in a professional and timely manner 
• Mitigating customer confusion or frustration through effective, patient communication 
• Utilizing resources and tools effectively for troubleshooting and researching issues to identify root cause and resolution. 
• Supporting, documenting, prioritizing, and tracking incidents reported by customers 
• Escalating cases to senior resources and following documented escalation procedures 

• Acquiring and maintaining knowledge of relevant products, service offerings, and support policies to provide accurate solutions 
• Being the “voice of the customer” by gathering and conveying feedback internally regarding product improvement and enhancement customer suggestions 
• Achieving high levels of customer satisfaction 
• Actively participating in a team environment, including collaborating with cross-functional teams and management throughout Corcentric 
• Developing an extensive knowledgebase of Corcentric applications 

Requirements

You’ll need to have: 

• Experience in customer support or technical support, with excellent rapport and relationship-building skills 
• Exceptional customer service skills, a passion for technology along with strong troubleshooting skills 
• Good understanding of software applications and SaaS platforms 
• Excellent verbal and written communication skills, with a service-oriented attitude 
• Strong problem solving and analytical skills 
• Reliability, along with a strong work ethic 
• Demonstrated ability to multitask, remain organized and prioritize between multiple projects 
• High proficiency with Windows applications (Excel, Word, PowerPoint) 
• Ability to speak and write in both French and English

(We want to make sure you’re set up to succeed, and we view these as the critical skills you’ll need to achieve great things at Corcentric!)  

It's great if you also have:

• 2-3 years of experience in customer service or technical support
• Research and database experience a strong plus (EDI, SQL)

• Provide advanced technical support for the company's SaaS platform via email, chat, and phone.
• Diagnose, troubleshoot, and resolve complex software issues and user problems.
• Escalate critical issues to development and engineering teams with detailed documentation.
• Reproduce customer issues in a test environment to identify root causes.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and user guides.
• Collaborate with product and engineering teams to provide feedback on product defects and feature requests.
• Assist with user onboarding and training on technical aspects of the platform.
• Monitor system performance and identify potential issues proactively.
• Manage and prioritise support tickets effectively, ensuring timely resolution.
• Contribute to the continuous improvement of support processes and tools.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 5+ years of experience in technical support, preferably with SaaS applications.
• Strong understanding of software development lifecycles and IT infrastructure.
• Proficiency in SQL for data analysis and troubleshooting.
• Experience with API troubleshooting and integrations.
• Familiarity with operating systems (Windows, macOS, Linux) and networking concepts.
• Experience with ticketing systems (e.g., Zendesk, Jira Service Management) and CRM software.
• Excellent analytical, problem-solving, and debugging skills.
• Exceptional written and verbal communication skills.
• Ability to work independently and manage time effectively in a remote setting.

• Provide first-level technical support and troubleshooting for cloud-based software applications via phone, email, and chat.
• Diagnose and resolve hardware, software, and network issues reported by users.
• Escalate complex technical problems to higher-level support teams when necessary, providing detailed documentation.
• Guide users through step-by-step solutions to technical challenges, ensuring clear and concise explanations.
• Maintain accurate records of customer interactions, issues, and resolutions in the ticketing system.
• Contribute to the development and maintenance of a comprehensive knowledge base and FAQ documentation.
• Identify recurring technical issues and proactively suggest improvements to products or processes.
• Monitor system performance and provide feedback on potential issues or enhancements.
• Ensure customer satisfaction by delivering timely and effective technical support.
• Stay up-to-date with product updates, new features, and industry best practices in cloud technology.
• Participate in training sessions to enhance product knowledge and support skills.
• Assist with user onboarding and training on our client's platform features.

• Proven experience in a technical support or helpdesk role, preferably with cloud services or SaaS products.
• Strong understanding of operating systems (Windows, macOS), networking concepts (TCP/IP, DNS, DHCP), and common software applications.
• Familiarity with cloud computing concepts and platforms (e.g., AWS, Azure, Google Cloud).
• Excellent diagnostic and problem-solving skills with a methodical approach.
• Outstanding customer service and communication skills, both written and verbal.
• Ability to explain technical information clearly to non-technical users.
• Experience with ticketing systems (e.g., Zendesk, Jira Service Management).
• Ability to work independently and manage time effectively in a remote environment.
• A proactive attitude and a passion for helping others.
• Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.