Location: Fully Remote (WFH)
Salary: Up to £55,000
Hours: Flexible working hours, must be able to accommodate Eastern Standard Time (EST) calls
About the Company we are working with
They are a leading Project Portfolio Management (PPM) platform designed to help organisations manage projects, resources, and collaboration efficiently. Their innovative software provides real-time visibility, enabling businesses to streamline their project execution, governance, and reporting all within a single platform. As they continue to grow, they are looking for a Technical Support & Testing Specialist to join the team remotely in the UK, to help their customers maximise the value of the software through outstanding technical support, troubleshooting, and testing.
About the Role
As a Technical Support & Testing Specialist, the successful candidate will play a crucial role in ensuring that customers have a seamless and valuable experience. They will be responsible for technical issue resolution, application testing, customer troubleshooting, and providing detailed feedback to the development team. This role is ideal for someone with strong technical troubleshooting skills, experience in SaaS applications, and a customer-first approach. The specialist will work closely with development teams, product teams, and customers to guide them in resolving technical challenges and optimising for their business needs.
Key responsibilities
Technical Support & Issue Resolution
* Provide technical support to customers via email, chat, and video calls, ensuring prompt issue resolution.
* Troubleshoot complex technical issues related to the platform and escalate cases to the development team when necessary.
* Work closely with internal product and development teams to ensure customer concerns are addressed efficiently.
* Document common technical issues and contribute to an internal knowledge base for troubleshooting.
Testing & Quality Assurance
* Conduct manual testing of the platform to identify bugs, inconsistencies, and usability issues.
* Work closely with the development team to report and track bugs and feature requests.
* Assist in user acceptance testing (UAT) for new features and enhancements before release.
* Provide feedback on user experience (UX) and performance improvements.
Customer Enablement & Training
* Guide customers through technical troubleshooting processes and best practices.
* Create technical documentation, FAQs, and help guides to assist customers in resolving issues independently.
* Conduct technical training sessions for customers, ensuring they understand how to best use the functionalities.
Required Skills & Experience
* Strong Technical Troubleshooting & Support: Ability to diagnose, analyse, and resolve software issues efficiently.
* Written Communication & Presentation Skills: Strong ability to craft clear, professional documentation and deliver engaging technical explanations.
* SaaS Application Experience: Familiarity with enterprise SaaS platforms and common technical challenges in cloud-based applications.
* Software Testing & QA: Experience in manual testing, bug reporting, and collaborating with developers to ensure high-quality software releases.
* Customer-Facing Technical Skills: Ability to translate complex technical issues into simple, understandable solutions for customers.
* Technical Aptitude: Comfortable using web-based applications, debugging tools, and testing methodologies.
* Flexible Hours: With clients in US and European time zones, the role may require support outside of standard UK business hours on occasion. Flexible working arrangements ensure staff can offset these ad-hoc hours across the week.
Preferred Qualifications
* 3+ years of experience in technical support, software testing, or application troubleshooting within a PPM SaaS or technology company.
* Familiarity with PPM tools such as Fluid, Jira, Monday.com, Asana, or Microsoft Project.
* Experience working with enterprise customers in a B2B environment.
* Understanding of agile software development and testing methodologies.
* Proficiency in Microsoft 365 and collaboration tools.