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Support > First Line Support Technician

First Line Support Technician

From £21,000.00 per year
First Line Support Technician
Closing date: 10/03/2023

About MaxContact

MaxContact provide customer engagement software that goes above and beyond to build smarter customer experiences. As a growing B2B brand – backed by private equity firm FPE Capital – we’re on an exciting journey. After over a decade in the industry working with software solutions that didn’t tick all the boxes for our clients, we decided to build our own from the ground up, and we’re not showing any signs of slowing down as our platform continues to grow and evolve.

Who are we looking for?

We want a candidate who is seeking a career, not just a job. We value developing and promoting staff from within. Our CEO and most of our senior leadership team all started their careers in tech support and we know that this role gives us an invaluable understanding of what is important for our customers, and it gave us many of the skills and opportunities to progress to where we are today. We want candidates with the ambition to grow and learn, who are excited to take on new roles and opportunities within our growing organisation.

We’re looking for candidates who have experience working in either a technical support role, customer services role, or have experience working in a contact centre. They should have exceptional problem solving skills (that’s the biggest part of the role!), and be able to communicate effectively to customers, suppliers and internal stakeholders.

Hybrid Working

Our Support team work together in the office on Wednesdays and Thursdays (and also the last Friday of the month when we enjoy our monthly social event). The role is contractually office based, however we promote working from home outside of the days above. With this in mind our candidates should be located in commuting distance to the office in Manchester. Any key office equipment will be provided, but we would expect you to have a suitable home working environment, or alternatively you are welcome to work from the office full time if you prefer.

What do you get from us?

  • 25 days annual leave, plus public holidays.
  • Your birthday off (or the closest working day to it).
  • A Life Insurance policy – four times your salary.
  • Regular performance and salary reviews.
  • Hybrid working: 2 days in the office / 3 days working from home.
  • Paid for volunteering days with our chosen charities.
  • Social events with the company to help get to know the team.
  • Personal development and training allowance.
  • Structured meetings to help plan and develop your path through the company.
  • Private pension contribution.

A little more about the Support Team

  • We provide technical support to our customers through calls, emails, ticketing portal, and webchat.
  • We’re a high performing department who work together in an open and honest way, working together to find solutions to any challenges.
  • We’re proactive in highlighting issues that can affect our customers before they happen.
  • We collaborate throughout the business to solve issues.
  • We work various shifts:
  • Standard shift: 9am to 5:30pm
  • Early shift: once every 4 weeks (7:30am to 4pm)
  • Late shift: once every 8 weeks (12:30pm to 8pm)
  • Weekend on-call, once every 8 weeks (additional bonus payment)
  • We’re available to our customers on public holidays, and each team member will generally cover one public holiday per year, with the day back in lieu as well as receiving time and a half pay.

Thank you for your interest!

We look forward to hearing from you and will be excited to welcome the newest member of the MaxContact Team.

Due to high interest in the position, we may not be able to reply to all candidates and if you have not heard back within 14 days we regret that you were not successful in this application. We wish you the very best of luck in your job search. Please note, that new employees will be required to undergo a background check during the first few months of employment.