Exel Technology Group
Customer Support Agent
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Customer Support Agent
Solve Problems. Support Technology. Make an Impact.
At Exel Technology Group, we provide technology solutions that support customers across the globe. As our business continues to grow, we're looking for a Customer Support Agent to join our support team and help customers get the most from our products.
This is not a traditional call centre role.
We're looking for someone who enjoys understanding how technology works, investigating issues, and finding solutions. Whether you're early in your technical career or already have software support experience, you'll have the opportunity to develop your skills in a fast-paced environment while working alongside experienced support and development teams.
What You'll Be Doing
As a Customer Support Agent, you'll be responsible for investigating, diagnosing and resolving customer issues across a range of software products.
Your responsibilities will include:
- Supporting customers via phone, ticketing systems and online chat.
- Investigating software and product-related issues.
- Reproducing and testing reported faults.
- Analysing information and identifying root causes.
- Escalating bugs and technical issues to development teams with detailed reporting.
- Providing workarounds and technical guidance to customers.
- Managing and prioritising your own workload and ticket queue.
- Creating knowledge base articles and customer help documentation.
- Working collaboratively with Product, Development and Customer Success teams.
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What We're Looking For
Essential
- Courage to investigate issues, challenge assumptions, and take ownership of complex problems.
- Commitment to delivering excellent customer outcomes and seeing issues through to resolution.
- Caring about customers, colleagues, and the quality of your work.
- Strong problem-solving and analytical skills.
- Excellent communication skills, both written and verbal.
- A genuine interest in technology and software.
- Confidence learning new systems and products.
- Strong organisational skills and attention to detail.
- Ability to remain calm when managing multiple priorities.
- A proactive attitude and willingness to take ownership of issues.
- Good understanding of computers, software and web-based applications.
Desirable
- Experience in a technical support, software support or helpdesk environment.
- Experience using helpdesk or ticket management systems.
- Understanding of troubleshooting techniques.
- Experience investigating application or system issues.
- Knowledge of SQL, APIs, networking or software testing principles would be advantageous.
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Who Will Thrive In This Role?
This role is ideal for someone who:
✅ Enjoys solving technical problems.
✅ Likes investigating issues and discovering root causes.
✅ Takes pride in helping customers succeed.
✅ Enjoys learning new technologies and products.
✅ Wants to build a long-term career in software and technical support.
Working Hours
This role supports a global customer base.
You will work a 40-hour week across a rotating shift pattern. The support function operates 24/7, meaning some shifts will include early mornings, evenings, weekends and unsociable hours.
Weekend cover is currently required approximately once every six weeks on a planned rota basis.
Where applicable, unsociable-hour shifts are worked remotely from home.
Before Applying
Please apply only if:
- You can reliably commute to Mansfield.
- You are comfortable working rotating shift patterns as part of a 24/7 support operation.
- You have a genuine interest in technology and problem-solving.
- You have the right to work in the United Kingdom.
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