Proximity
Technical Support Specialist
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Proximity has a unique culture.
We are a retail tech scale-up where people work with autonomy, alongside a wide range of amazing co-owners on exciting projects and products that are changing the way retail brands interact with their customers.
Our Retail Super-App gives store associates a customer relationship beyond the shop floor, and enables 1-2-1 personalised communication and experiences at scale. With a roadmap driven by our client’s real-world experience and a strong track record realizing positive business outcomes, we aim to create the blend of evolutionary tech and real world to help cultivate growth.
We are a global organisation with people and customers all around the world.
Role Benefits
- Salary range up to £40,000 (dependent on skills and experience)
- Flexible, hybrid working in London
- 25 day holiday allocation (plus bank holidays)
- Up to 8% Pension Contribution on Qualifying Earning
- Birthday day off
- Participation in our company bonus scheme
Primary Purpose of the Role
As a Technical Support Specialist, you'll ensure our clienteling platform runs smoothly for users by resolving issues, making configuration changes, and improving the overall experience. You'll work closely with the Customer Success, Product, Configuration and Engineering teams to troubleshoot problems, support new feature rollouts, and help shape the future of our platform.
This role suits someone who thrives in a fast-paced, small business environment - where priorities shift quickly, and no two days look the same. You'll be comfortable switching context frequently, managing multiple requests at once, and reprioritising on the fly without missing a beat. Strong Salesforce knowledge is non-negotiable - you'll need to navigate and work across many Salesforce environments, all with their own nuances, with confidence. You'll be customer-facing, so clear communication and a people-first mindset are just as important as your technical ability.
As a small business, everyone contributes across the board - no task is too big or too small. You'll need to be genuinely resourceful - comfortable teaching yourself how a new Salesforce environment is put together, and quick to find a way to make something work.
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What You'll Do
As a key member of our Customer Success Support team, you'll be the first point of contact for users and a trusted partner for internal stakeholders. Your responsibilities will include:
- Product Support: Provide technical expertise on our platform's functionality, and help customers navigate technical challenges.
- Issue Resolution: Investigate, troubleshoot, and resolve application-related issues, escalating to engineering teams when necessary.
- Configuration: Define and implement configuration changes across Salesforce environments to meet client-specific needs.
- Client Communication: Keep clients and internal stakeholders informed throughout the lifecycle of support cases, ensuring transparency and satisfaction.
- Cross-Team Collaboration: Partner with Customer Success, Product, and Engineering teams to track and prioritise reported issues.
- Process Improvement: Spot trends, and suggest ways to improve internal workflows and the customer experience.
- Documentation: Maintain internal and customer-facing support documentation to ensure clarity and accuracy.
- Onboarding & Implementation: Assist in onboarding new clients and configuring new product features.
- Integration Monitoring: Oversee platform integrations, and notify internal teams of any potential issues or improvements.
Essential Experience:
- Salesforce Knowledge: Strong hands-on experience with Salesforce Service Cloud, including flows, process automation, user, security, and sharing settings. You're confident moving between Salesforce environments quickly and independently.
- Time Management & Multitasking: Proven ability to manage competing priorities, juggle multiple support requests, and reprioritise effectively in a fast-moving environment.
- Customer Focus: Excellent communication and interpersonal skills, with a proactive, empathetic approach to helping customers succeed.
- Problem-Solving: Strong analytical and diagnostic skills, with the ability to identify root causes and resolve technical issues efficiently.
- Self-Starter: Highly organised, dependable, and able to work independently - you don't wait to be told what to do next.
- Resourceful & Solutions-Focused: A genuine can-do attitude - when a request looks difficult to support, you look for a way to make it work.
- Comfortable with Ambiguity: Able to work effectively with limited or incomplete documentation, and confident self-teaching how a new or unfamiliar Salesforce environment is configured, rather than waiting to be shown.
- London-based: Able to work from our London office up to 4 days per week.
- Education: A degree in Computer Science, or equivalent professional experience.
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Desirable Requirements:
- Atlassian Tools: Familiarity with Jira and Confluence.
- Basic Development Knowledge: Understanding of HTML/CSS fundamentals and Salesforce development (Apex, Visualforce).
- Service Management: Experience with DevOps processes or ITIL-compliant service management frameworks.
- Data Management: Experience with data export, import, and manipulation.
- Retail Tech Experience: Previous experience in the retail technology space or a customer-centric environment.
- Multilingual: Fluency in European or Asian languages is desirable.
What We're Looking For
Above all else, we're hiring for someone who can keep up with our fast-paced environment! That means:
- A natural multitasker who stays sharp under pressure
- Deep Salesforce knowledge that you can apply from day one
- Exceptional time management
- Confidence and warmth in customer-facing situations
- A no-job-too-small attitude and a genuine team-first mentality
- A can-do, roll-up-your-sleeves attitude - you look for solutions, not reasons something can’t be done
- Genuine curiosity and the confidence to self-teach how a new Salesforce environment works, even without formal documentation.
- The role may require travel to visit clients (inside and outside of the UK) from time to time
- Availability to work flexible hours, including some evenings, to provide support coverage across multiple time zones
We're a small business, which means you'll wear many hats, move fast, and have a real opportunity to shape how we work. If that excites you, then we'd love to hear from you!
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