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Application Support Technician

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Are you an exceptional communicator and problem solver who would like to be part of a technology company that changes how software is created all around the world? We are looking to hire an Application Support Technician to help our customers use our products successfully.If the following job requirements and experience match your skills, please ensure you apply promptly.While we are small company with a start-up culture, we have significant growths plans and these won’t succeed without strong customer support service. You will have broad responsibility for helping our technical customers to successfully adopt our product to the point where they are using it on a daily basis. You will also work with our existing customers to help them adopt new product functionality.Who are we?We build tools for the software development teams at Starbucks, NewBalance, Qantas and many other companies. It’s our mission to help eliminate the phrase “That’s not what I wanted” from software projects. This misunderstanding in project requirements causes unnecessary costs and delays from ‘rework’ to correct the mistakes, and we help companies eliminate this with a technique called Behaviour Driven Development (BDD).Culture and values are key to us as a company. A core company value at Hindsight is ‘work as a team, with balance and no ego,’ this means we take people’s well-being seriously. Unlike many large corporates and unicorn-start-ups we don’t expect people to work overtime every day, in fact, overtime rarely occurs at all.Long, tedious commutes do not provide the basis for a good work/life balance. This is why we have chosen to base our office in Epsom, Surrey rather than London, and offer hybrid working where you choose a blend of remote working and time in the office. Office attendance will be mandatory during your induction period. We are interested in people who can work as part of a team and bring value to our company, but don’t want to coast through life. At Hindsight, we strongly believe in work-life balance, therefore we are looking for someone who can switch off at the end of the working day.Your covering letter is an opportunity to differentiate yourself and stand out from the crowd.Duties & Responsibilities

• Understand the capabilities of our software and what the customer is really asking to help unblock them when they’re stuck.
• Learn our software inside-out and teach it in a simple way to our customers over Zoom demos and training sessions.
• Create help articles and videos to pre-empt incoming support and help requests.
• Proactively reach out to new evaluators and existing customers to help them make use of unused and new functionality.
• Develop and implement plans to proactively drive customer online usage and success.
• Continually improve your product and industry knowledge to ensure the best support can be offered to all clients.
• Be the voice of product customers, capture and represent their business requirements and feedback to the CEO for Product Roadmap decisions.
Requirements
We don’t expect people to know our product domain as we will be teaching you this, but the following skills will be important
Have a strong command of English and friendly/approachable communication style verbally and in writing.Good problem-solving skills.Relevant Computing / IT Degree desirable but not essential.Understanding of software development concepts.A quick learner.Positive and empathetic.Friendly personality, able to work in a small company.Ability to work independently and as part of the team.
Benefits
Salary £22,000-£27,000.28 day holiday including Bank Holidays and Christmas closure.Company pension scheme .Hybrid working from home and Epsom office.Generous CPD allowance.Casual dress code.Fun Team building days.
Carer path advancement
Application support engineer – 2nd or 3rd line.Customer Support Executive.Customer Support Manager.Technical Account Manager.Software Tester.

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