Technical Support Specialist
3 days ago
Slough
Remote, UK Competitive Salary + Bonus + Benefits Our client are looking for a Technical Solutions Specialist II to join their Professional Services team. In this role, you’ll be a key technical resource supporting users of their Practice Engine application. You’ll act as the second point of contact for escalated incidents, problems, and service requests — resolving issues, providing expert guidance, and ensuring a high-quality customer experience. You’ll work closely with mentors, team leads, and cross-functional teams to deepen your product knowledge, sharpen your troubleshooting skills, and deliver solutions that make a real difference to their customers. What You’ll Be Doing Customer Support & Technical Troubleshooting • Respond professionally and proactively to customer inquiries, ensuring SLA compliance., • Handle incoming support tickets via Salesforce/Service Cloud., • Triage escalated issues, gather required information, and determine the best path to resolution., • Follow structured troubleshooting processes, ask clarifying questions, and identify root causes., • Provide clear written resolutions within tickets prior to closure., • Escalate advanced or unresolved issues to Tier III Support, DevOps, or Product Development as needed., • Communicate effectively with cross-team stakeholders for updates, information requests, and escalations., • Build and maintain strong product knowledge related to both basic and advanced troubleshooting., • Support product testing by reporting bugs, identifying change impacts, and sharing client insights., • Document all actions and findings thoroughly, including ticket creation, steps taken, and final outcomes., • Adhere to governance, process, and communication standards across all interactions. What they’re Looking For They’re looking for someone who brings: • Proven experience in technical support, ideally within a SaaS or software environment, • SQL experience (preferred) — comfortable running queries to investigate data or troubleshoot issues, • Strong communication skills with clear, professional customer interaction, • Excellent documentation habits and attention to detail, • Ability to work collaboratively across teams and contribute to shared learning, • Adaptive learning mindset — eager to grow technical knowledge and understand complex software systems, • Strong problem-solving skills with a structured approach to troubleshooting, • Ability to manage multiple cases while maintaining SLA commitments and high quality, • A proactive approach to identifying issues, contributing insights, and supporting product improvement Why Join our client? With our client, you’ll be part of a supportive, collaborative environment where your growth matters. You’ll gain exposure to enterprise SaaS technology, develop deep product expertise, and play a vital role in helping customers succeed. Please note they may close the vacancy early due to high volume of applications