Technical Support Specialist

Intasite Limited; Tees Valley; On-site; GBP 25,000 - 35,000; Full time

Job summary

A dynamic SaaS company in Tees Valley is seeking a Support Specialist to become the first line of support for users and clients. You will manage incoming support queries through various channels, troubleshoot issues, and ensure a smooth experience on the platform. The role demands strong technical abilities and excellent communication skills. You will enjoy benefits such as 25 days annual leave, access to a gym, and a training budget. This is an opportunity to work in a growing, impactful organization.

Benefits

25 days annual leave plus 8 bank holidays

Access to free on-site gym

Annual training and development budget

Complimentary parking

Monthly team lunch

Qualifications

• Understand how SaaS platforms work.
• Ability to troubleshoot issues logically.
• Experience using ticketing systems (Freshdesk, Zendesk, etc.) is an advantage.

Responsibilities

• Respond to support queries submitted through tickets, email, and phone.
• Provide help to both end-users and client administrators.
• Troubleshoot issues and resolve them where possible.
• Maintain accurate notes within the support system.

Skills

Strong technical ability

Logical troubleshooting

Comfortable learning new systems

Good communication skills

経験 in ticketing systems

Calm under pressure

Job description

Intasite is a dynamic Health and Safety Software as a Service (SaaS) company, headquartered in Teesside.We're on the lookout for individuals who share a profound commitment to customer satisfaction and possess astrong drive to deliver products that enhance operational efficiency for health and safety teamsworldwide.

Our mission is to streamline the site access process for the most secure and safety-critical sites acrossthe globe. This allows us to efficiently manage the safety and security of their personnel, visitors, andcontractors as they enter these facilities, thereby reducing risk, ensuring compliance, and ultimatelyenhancing productivity.

Our cloud-based SaaS solution for inductions and contractor management caters specifically to high-riskindustries, proudly serving renowned clients such as Budweiser, Telefonica O2, EDF Renewables, SSE PLC, SkyStudios, CityFibre, and Equinor. With a global user base, our product's profound impact is a result of ourextensive experience in the field.

We continually strive to build the most exceptional product possible. Our goal is to combine simplicity andindustry knowledge to deliver an outstanding safety onboarding experience.

Job Specification

What you'll be doing

This role is the first line of support for Intasite's users and clients. You'll handle incoming support queries across tickets, email, and phone, helping people navigate the platform, resolve issues, and get answers quickly. You'll be expected to understand how a modern SaaS platform works, troubleshoot confidently, and explain things clearly to both technical and non-technical users.

Key areas of responsibility

• Respond to support queries submitted through tickets, email, and phone
• Provide help to both end-users and client administrators
• Troubleshoot issues, replicate problems, and resolve them where possible
• Escalate technical issues to developers or onboarding staff when needed
• Track escalated issues and follow up to ensure resolution is communicated back to the requester
• Maintain accurate notes within the support system
• Spot recurring issues and raise them to the product team for investigation

The skills you need

• Strong technical ability - you understand how SaaS platforms work
• Able to troubleshoot issues logically and follow a clear investigative process
• Comfortable learning new systems and navigating admin dashboards
• Good communication skills and the ability to explain things clearly
• Experience using ticketing systems (Freshdesk, Zendesk, etc.) is an advantage
• Calm under pressure and able to handle several queries at once
• The opportunity to have a direct impact on an exciting product with global reach
• Working in a growing dynamic company and developing new opportunities.
• 25 days annual leave, plus an additional 8 bank holidays, plus Christmas shutdown period.
• Access to our free on-site gym and cinema room
• Access to an annual training and development budget
• Complimentary parking and a monthly team lunch.