Application Support Technician

The role

Are you an experienced customer service professional with a passion for technology, or a technical wizard with great people skills? This role is an excellent chance to work for a growing software development business with plenty of opportunity for career development.   

You will be the main point of contact for clients using our custom software, supporting those who have technical issues or queries. You will be working with mainly local government clients who are using our platform to deliver vital services to their community. You'll be triaging new support tickets as they come in, assigning priorities, providing advice or guidance where possible, or completing in-depth analysis and investigation to identify cause or resolution of the issues raised. You'll work closely with your team and our software developers to ensure clients get timely responses and updates.  Occasionally you will provide maintenance and sometimes minor configuration changes to the application. Our teams work with a high level of autonomy, so you'll need to be comfortable taking responsibility for your own workload and seeing things through to conclusion.  

• Provide 1st and 2nd line technical support to GOSS clients regarding all GOSS products and services in line with our published SLAs.   
• Log and resolve issues and requests raised with the team in a timely manner. Where necessary you will escalate to other internal or external resources yet remain the internal point of contact until resolution.
• Identify cause and next steps on issues through troubleshooting & testing.
• Pro-actively manage our clients, providing a single point of contact for technical queries and questions via phone, email, and the GOSS support desk.
• Identify sales leads and training requirements, referring to revenant internal colleagues.
• Work as a team on internal projects to improve client success.
• Create client technical and/or operational documentation as well as creating internal pages for internal procedures/reference.
• Represent clients internally and the company externally as a line of communication between departments & client.

About you

You are a born trouble-shooter! You love to take on new technical challenges and thrive on locating (and possibly fixing) problems you may never have seen before. You want to help customers, whether dealing with technical specialists or the non-technical users within our clients' organisations. You have a positive attitude, are enthusiastic, and have a desire to develop your skills and career. You are engaged in personal & team growth and success. 

• You enjoy troubleshooting and problem solving, using a range of resources, tools, and initiative.
• You can learn and understand new systems, concepts, and processes quickly.
• You're confident with complex technology and excited to learn new skills.
• You're not afraid to ask questions.
• You have strong organisational and prioritisation skills with the ability to take responsibility for multiple jobs simultaneously.

Essential skills and experience

• Proven technical knowledge and a track record of providing high quality customer support.
• Strong written and verbal communication skills as you will need to log calls accurately via bespoke applications.
• Excellent prioritisation skills. You will need to be able to handle multiple tasks at once and to be able to prioritise when urgent cases arrive.
• Ability to demonstrate a methodical, clear, and concise approach to problem investigation and resolving issues.
• Must be able to work under pressure.
• To think beyond just problem resolution, by actively identifying opportunities for improvement.
• Excellent attention to detail with good keyboard skills.
• Logical thinker with the ability to follow written procedures.

The successful candidate must be able to achieve SC security clearance for this role. The role can be started on BPSS; full SC clearance will be required within the first 3 months. 

Desirable skills and experience

• 1+ years working in a similar role providing technical support to people / software applications i.e., Software Support, Application Support, or SaaS Support.
• Experience of web-based applications and/or content management systems.
• Experience using Jira or a similar software bug tracking systems.
• Simple knowledge of web mark-up, styling & dynamics (HTML, CSS, JavaScript and using browser dev tools for troubleshooting).
• A technical IT background with an understanding of IT systems and networks.

 The Support Desk operates 8am to 6pm Monday to Friday and this position is based on 37.5 hours per week working on a rota.  

Recruitment Process

Our recruitment process is designed to ensure we continue to grow our teams with the very best people and to ensure that you have a clear picture of what the role will entail.

Application

To apply, complete our short application form including uploading your CV and a cover letter using the link below. Please ensure that your cover letter tells us why you want to work for GOSS and how your experience fits with the role. Applications without a cover letter will not be considered. The department lead will review all applications as they are submitted.  

Mission

Following application reviews, the selected candidates will be invited to complete the mission. The mission is a timed task designed to assess your technical skills and your approach to work. It will also give you some insight into the day-to-day of the role you've applied for. It can be completed at home at a time suitable for you. 

Interview details

If you're successful, we'll then invite you to an interview. This can be completed in person at our Plymouth based office or remotely via Teams. Our interviews are competency based and typically last around 60-90 minutes. 

Please contact us if you need the application form in an alternative format or if you require any reasonable adjustments to the selection process, including the interview (for example physical access, communication support, personal support). 

GOSS is proud to be an equal opportunities employer. This means that decisions concerning recruitment will be based on the needs of the business and not any assumptions based on sex, race, age, disability, gender reassignment, sexual orientation, married or civil partnership status, pregnancy or maternity, religion or belief. 

As an employer we are committed to promoting and protecting the physical and mental health and well-being of all our staff.

Due to the large volume of applications GOSS receive, if you have not heard from us within 4 weeks of applying, on this occasion its likely that you have been unsuccessful in your application.

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