CloudCapcha
Technical Support Advisor
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Technical Support Advisor
We are receiving a high volume of applications and are looking for exceptional candidates— to stand out, we strongly encourage you to submit a tailored covering letter explaining why you are the right fit for this role to bekki.hawkes@cloudcapcha.com
At CloudCapcha, our clients' own IT teams deal with the everyday issues before anything reaches us. This role exists to make sure that when a problem gets past them, it still gets solved, and solved well.
Job Title: Technical Support Advisor
Reporting to: Head of Client Support
Location: Remote (UK-based)
Hours: Standard business hours, Monday to Friday
Employment Type: Full-time, permanent
Salary: £32,000 - £36,000
About CloudCapcha
CloudCapcha is an accounting-tech scale-up transforming time recording and productivity for professional firms.
Our product, WorkCapcha, lives inside Microsoft Teams and uses intelligent activity capture and AI-powered DayBooks to help professionals and their firms understand the true cost of production — without relying on memory or manual effort.
We believe technology should fit naturally into how professionals work. That belief shapes everything we do.
Role Purpose
Our clients are legal and accounting firms that trust us with sensitive, regulated data, and their IT teams handle the everyday issues before anything reaches us. That means the tickets that land with you tend to be genuinely interesting ones: real puzzles to work through, rather than routine, repetitive queries.
You'll work closely with our Level 2 team on the issues that genuinely need it. We're looking for someone who gets stuck in rather than handing off anything tricky, builds their technical range over time, and takes real ownership of the queue they're given.
Key Responsibilities
- Client Support: Provide first-line support to clients via Zendesk, phone, email and chat, handling day-to-day queries and known issues in line with documented processes.
- Issue Resolution: Diagnose and resolve technical issues using existing troubleshooting guides and the knowledge base, applying your own technical judgement where the guides don't cover it. Escalate issues outside first-line scope to Level 2 support in a timely manner, with clear handover notes.
- Proactive Support: Anticipate potential issues before they arise and help clients avoid problems rather than only fixing them once something has gone wrong. Take ownership of your ticket queue rather than waiting to be told what to prioritise.
- Ticket Management: Manage an assigned ticket queue against agreed response and resolution time targets, keeping clients informed of progress at every stage.
- Communication Standards: Maintain a professional, clear and accurate standard of written and verbal communication in all client interactions, with close attention to spelling and grammar.
- Client Communications: Draft and send outbound communications to clients about technical updates and product changes, ensuring information is clear, accurate and issued in good time.
- Product Knowledge: Build a genuinely deep working understanding of CloudCapcha's core features and functionality, enough to resolve the majority of client queries confidently and to recognise when something needs Level 2 input. Keep up to date with product changes relevant to first-line support and achieve CloudCapcha's internal product accreditation.
- Confidentiality and Data Protection: Handle client information in line with CloudCapcha's data protection policies and confidentiality obligations, recognising the sensitivity of the data involved given CloudCapcha's legal and accounting firm client base.
- Escalation and Collaboration: Work closely with Level 2 support and other internal teams to ensure a smooth handover of escalated issues, following up as needed to keep clients updated.
- Documentation: Follow documented troubleshooting processes for common issues, and feed back suggestions to keep FAQs and internal guides current.
- Product Feedback and Process Improvement: Flag recurring issues and client feature requests to the appropriate team, and identify and suggest process improvements within support and operations, executing them where appropriate.
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About you
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You have some technical grounding, perhaps a background in software engineering, IT support, or a related technical field, that gives you a head start on triaging problems. This isn't essential if you can show us the same kind of problem-solving ability another way.
- You're naturally curious, keen to understand not just what to do but why something works the way it does.
- You have high attention to detail and catch small errors or inconsistencies before they reach a client.
- You're well organised and good at managing your own priorities. You don't need someone else keeping a running list of what to do next.
- You're conscientious: nothing sits in your queue by accident, and a five-minute job gets done in five minutes, not left for later.
- You bring genuine warmth to client interactions alongside your technical skill. The service side of the job matters to you as much as the technical side.
- You enjoy helping people solve problems and take satisfaction in getting a client unstuck.
- You recognise that clients don't always know why something isn't working, and you're good at asking questions to get the full picture before troubleshooting.
- You stay calm, patient and professional under pressure, including when a client is frustrated or the queue is busy.
- You're comfortable asking for help or escalating when something is outside your depth, rather than guessing. At the same time, you push your own capability over time rather than settling into what's comfortable.
- You're a team player, happy to share knowledge with colleagues as well as support clients directly.
Experience
- 2+ years in a client support, technical support, application support, or helpdesk role. Experience supporting a SaaS or software product is particularly valuable.
- A background in software engineering, IT support, or a similar technical field is preferred, though not essential if you can demonstrate the ability to troubleshoot software issues another way.
- Experience with Zendesk or a similar ticketing system is an advantage.
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