Callsign
Technical Support Engineer
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About the Role
Our Customer Support Engineers are the first point of contact for clients needing support across Callsign's products and services. This role delivers efficient, high-quality support via phone, email, and chat, using a ticketing system to manage and prioritize requests.
Working closely with internal 2nd and 3rd line technical teams, the Technical Support Engineer ensures timely issue resolution and clear customer communication. The role includes participation in an on-call rota, and the ideal candidate will be proactive, have a strong passion for technology, teamwork, and continuous learning.
This role will be based from our Manchester office and be part of our global Customer Support team.
What You'll Do
- Serve as the first point of contact for clients seeking support on our products and services
- Engage with other teams to help prioritize and resolve issues
- Participate in an on-call rota to provide support outside of regular business hours
- Work a rotating shift pattern covering between the hours of 7:00 a.m. to 11:00 p.m
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Key Responsibilities
- Handle various communication channels including phone, email, and chat
- Utilize a ticket/helpdesk system to manage and track support requests
- Prioritize and manage multiple demands, coordinating activities with technical 2nd and 3rd line teams
- Respond efficiently and communicate clearly to ensure customer satisfaction
- Support the incident management process and participate in the coordination, communication, and resolution of incidents as required
Requirements
Required Experience
- Previous experience in a customer help desk or 1st line support role
- Ability to estimate and execute tasks in a timely manner
- Be able to work with initiative and multitask effectively
- Strong English written & verbal communication skills
- A passion for technology, with at least 12 months of experience in a support role
- A desire to learn and continuously improve
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OPTIONAL/DESIRABLE
- An interest in fraud prevention is beneficial
- Experience with Jira (Atlassian) is a plus
- Experience working in a software company
- ITIL or Service Desk related qualifications
- Incident management
- Be someone who seeks opportunities to improve how work gets done
- Be confident taking responsibility for outcomes & mistakes
Benefits
- Pension scheme with Scottish Widows
- Private medical cover with Vitality
- Life assurance (4x base salary)
- Personal Learning & Development Budget
- Cycle to Work Scheme
- Company Family Leave
- 25 days annual leave plus Callsign Bank Holiday
- Employee Volunteering Program
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