Procentia
Technical Support Specialist
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About us
Procentia is an award-winning software and technology company specialising in the Pensions and Pension Risk Transfer market. We design intelligent solutions that put administrators and members at the heart of any pension scheme.
Established in 2002, we’re renowned for our web-based pensions administration and management system, IntelliPen. Our platform helps our clients meet the demand for self-serve technology and provide meaningful consumer-like experiences that their pension scheme members expect from online platforms.
Trusted by administrators, employers and trustees, our software is widely regarded as the most comprehensive and feature-rich platform for modern pensions management.
With offices in the UK and North America, we support some of the largest pension schemes and plans across the private and public sectors. We've been named 'Pension Technology Firm of the Year 2024' at the Pensions Age Awards, and voted ‘No.1 UK Pension Administration Software Provider’ in 2022 and 2023.
Procentia people are a vibrant community of passionate specialists dedicated to developing best-in-class software solutions and client service.
We’re proud of our welcoming and open culture, and our Values. They’re not just words on paper – we’re dedicated to living them every day. Everyone is welcome here.
The job
The Technical Support Specialist is an essential support role and is a technical subject matter expert (SME) position within our existing Support Function to support the continued growth of the business and to support the team and our clients. This is traditionally considered a 2nd or 3rd line Support role and required technical acumen with a strong ability to triage.
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As a technical support team member, you will be an SME on all technical processes of Procentia products and client technical function. The role will support the Technical Support Team Leader and the Group Head of Support with the supporting the team and the business by using your Product and Technical knowledge.
Here's what you'll be doing:
- You’ll play a key role in delivering advanced technical support across platforms like IntelliPen and payroll systems, using SQL analysis, data validation, and troubleshooting skills to resolve complex issues and optimise performance.
- You’ll investigate and lead on major incidents, manage third-party integrations, perform root-cause analysis, and drive permanent fixes or product improvements.
- Working within strict security and compliance standards, you’ll safeguard data integrity, support audits, and maintain strong access controls.
- You’ll act as a trusted technical advisor to clients, contribute to service reviews and knowledge documentation, and support incident, problem, and change management processes.
- You’ll also provide resilience for time-critical issues and uphold high operational and reconciliation standards across the team.
Key skills and experience
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- Min 4 years of working within a software or technical support role
- Familiar with databases using Microsoft SQL Server Management Studio
- Experience with SQL language
- High ability to triage
- Ability to learn new technologies quickly
- The ability to prioritise, meet deadlines and deliver rapid outcomes
- Confidence to adapt and learn new programmes and systems
- Excellent customer service
- Excellent verbal, written communication and organisational skills
Let's talk about what's in it for you...
- 25 days holiday (plus public holidays) increasing with length of service up to a maximum of 28 days, with carry over of up to 1 week
- Buying and Selling holiday (up to 1 week)
- Volunteer day
- 5% Employer contribution pension
- Life Assurance
- Private Medical Insurance
- Employee Assistance Programme (EAP)
- Health care cash plan
- Tusker – Electric Car Leasing scheme
Don’t meet every requirement?
We know that some candidates, particularly women, disabled people, LGBTQ+ individuals, neurodivergent people, and those from ethnic minority backgrounds, may hesitate to apply unless they meet every listed requirement. At Procentia, we’re committed to building a diverse, inclusive workplace where everyone can thrive. If this role excites you but your experience doesn’t align perfectly with every requirement, we encourage you to apply anyway. You could be a great fit for this role or another opportunity within our team.
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