Junior Support Operative

Zinc Group; United Kingdom; Hybrid; GBP 30,000 - GBP 40,000; Full time

Job summary

A leading SaaS provider in the UK seeks a Junior Support Operative to deliver outstanding customer service and support. This hybrid role involves managing support tickets, troubleshooting technical issues, and assisting customers in using the software effectively. Candidates should have strong communication skills and a basic understanding of APIs and ticketing systems. The position offers a competitive salary, training opportunities, and career progression in a supportive environment.

Benefits

Competitive salary based on experience

25 days of annual leave plus public holidays

Training & development opportunities

Qualifications

• Comfortable in a fast-paced environment.
• Experience working as part of a team.
• Enthusiastic with a desire to learn.

Responsibilities

• Respond to customer support tickets.
• Troubleshoot and resolve technical queries.
• Triaging tickets for software engineers.

Skills

Good communication skills

Comfortable working with software platforms

Organisational and time-management skills

Experience with customer support

Basic understanding of APIs and data formats

Tools

Jira

Notion

Asana

Job description

CAREERS

Unlock your potential, join our business today

Location: Hybrid (remote/office/occasional UK travel)

Department: Service Desk

Reporting to: Support Team Lead

Employment type: Full-time / Permanent

About Us

Zinc Systems (‘Zinc’) is a UK-based SaaS provider specialising in critical event management, incident management and resilience technology. Powered by our flagship platform ‘Zinc’, we help organisations anticipate, respond to and recover from incidents more effectively.

Our modular platform empowers security, risk, estates, and operations teams to streamline processes such as:

• Mass notification
• Case management
• Daily occurrence logs
• Audits, inspections & checks
• Risk insights & analytics

Zinc serves clients across commercial real estate, retail, security, and facilities management, amongst others. With investment backing and strong market traction, we are scaling rapidly and looking for talented people to help us grow.

Role Overview

The Junior Support Operative will play a key role within our Service Desk team, providing end-to-end support to customers in using and making the most of our software. This includes support ticket triage and management, communicating with customers and team members, implementing configuration changes, and being part of driving overall customer satisfaction.

The key responsibilities of the role are as follows:

• Responding to customer support tickets.
• Troubleshooting and resolving basic technical and account-related queries and requests.
• Triaging and escalating tickets to software engineers to assist with their resolution.
• Learning our product and support processes, and contributing to the knowledge base guides over time.
• Assisting and showing customers and users how to use our product.
• Being part of our Out-of-Hours Support on a 1-in-3-week rotation after successful completion of the probation period.
• Managing and maintaining customer-facing dashboards and reports (eg. via Looker Studio) in time.

This role is ideal for someone comfortable using and working with software platforms, is able to communicate and work with others, is enthusiastic and willing to learn, and wants the opportunity to grow into a Customer Service, Project Management or Technical Software position over time.

About You

• Good communication skills – both written and verbal.
• Comfortable working with software platforms and data.
• Ability to operate and prioritise in a fast-paced environment.
• Good organisational and time-management skills.
• Willing and able to receive tasks and instructions, gain an understanding of them, deliver them and be able to report on them.
• Enthusiastic with a professional attitude and a desire to get things done!
• Experience working within a technical or customer support role.
• Experience working as part of a team and communicating with customers.
• Experience using and working with software platforms.
• A basic understanding of APIs, data formats (.csv / .json), or technical troubleshooting.
• Experience working with ticketing systems and tools such as Jira, Notion, Asana, Mondays, or similar.

What we offer

• Competitive salary based on experience
• Hybrid or remote working flexibility (head office in Northampton)
• 25 days of annual leave plus public holidays
• Training & development to build technical and delivery skills.
• Opportunity for career progression into areas of Customer Service Delivery, Project Management, Hosting & Infrastructure, and Software Engineering.
• Chance to influence processes in a scaling SaaS business.

What’s Next?

Here’s what we expect the hiring process for this role to be, should all go well with your candidacy. This entire process is expected to take 4 weeks to complete.

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