Onboarding Support Specialist
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Job Description
Utopi is one of the fastest growing companies in the UK. We are a pioneering scaleup technology business that enables the decarbonisation of real estate. Our platform is currently targeted at the multitenant real estate sector providing a cuttingedge software solution to centralise control and monitor devices across a portfolio of buildings anywhere in the world. This is just the beginning; our platform has tremendous potential to do so much more to help the realestate sector decarbonise and that s where you come in.
We believe that the success of our customers is a direct reflection of the hard work and dedication of our employees. If youre passionate about learning growth and providing excellent support we want to hear from you!
As an Onboarding & Support Specialist you will play a crucial role in ensuring a smooth onboarding experience for our customers. The focus of this role is to provide support and work collaboratively across teams including our Project and Development teams. Your responsibilities will include diagnosing and troubleshooting issues as well as providing exceptional customer service.
This role is perfect for someone who is eager to develop their skills on the job with a strong focus on teamwork and customer service. While a technical background is a plus it is not a requirement; we value hard work a willingness to learn and a proactive attitude above all.
Salary: Up to 25000
Contract: Permanent fulltime
Annual leave: 34 days (inclusive of Public Holidays)
Benefits & Perks: Private Medical Insurance pension death in service fresh fruit provided in office Yoga football social events hybrid working.
Key Responsibilities:
Support development of our products by diagnosing and troubleshooting software and hardware issues reported by customers utilising knowledge bases documentation and problemsolving skills.
Collaborate with the Development team to escalate and resolve complex software bugs or issues.
Responsible for responding promptly to customer inquiries via phone email or chat providing clear and accurate technical support for product related enquiries.
Record clear accurate and concise customer interactions issues and solutions in our support ticketing system.
Provide stepbystep guidance to customers on using software features and functionalities effectively.
Identify trends in customer inquiries and feedback to contribute insights for product improvement and user experience enhancements.
Assist the Project team in creating and updating user manuals guides and troubleshooting documentation.
Participate in software testing and quality assurance activities to ensure product stability and functionality.
Stay updated on software updates new releases and industry trends to provide relevant and uptodate support.
Test and process returned devices to check for faults and to complete RMA process with manufacturers.
Carry out all duties in accordance with the established Quality processes.
If you are a motivated and enthusiastic individual looking to start or advance your career in a supportive and dynamic environment we would love to hear from you.
Closing Date: 31st July 2024
Utopi is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Requirements
Person Specification:
A clear passion for technology and an interest in the environment.
Strong problemsolving skills with the desired ability to analyse diagnose and resolve softwarerelated issues.
Excellent communication skills both written and verbal to convey technical information clearly to nontechnical customers.
Ability to work effectively in a team environment and collaborate with crossfunctional teams.
Ideally skilled in using remote support tools ticketing systems and customer support software.
Attention to detail with the ability to document technical processes and solutions accurately.
Qualification in relevant discipline is desirable.
Benefits
Person Specification: - Positive work ethic and enthusiasm to learn and develop new skills. - A clear passion for technology and an interest in the environment. - Strong problem-solving skills with the desired ability to analyse, diagnose, and resolve software-related issues. - Excellent communication skills, both written and verbal, to convey technical information clearly to non-technical customers. - Ability to work effectively in a team environment and collaborate with cross-functional teams. - Ideally skilled in using remote support tools, ticketing systems, and customer support software. - Attention to detail with the ability to document technical processes and solutions accurately. - Qualification in relevant discipline is desirable.
Employment Type
Full Time
