Customer Support Specialist

At TOPdesk we help our customers to deliver better services. How? With great software and expert knowledge. Our ever-expanding team has over 900 colleagues in 11 countries, dedicated to making service management more fun and easy. Would you like the freedom to develop your skills in a flexible working environment? A TOPdesk career is the answer.

TOPdesk Manchester are looking for a friendly, customer-service oriented individual to join our team of Support Specialists!

What are you going to do?

You are the first point of contact for all customers who have questions about our software and how to use it. This means that you will spend most of your week communicating with customers and finding solutions to a wide array of inquiries.

Day-to-day you’ll be responsible to:

• Develop & build upon relationships with existing customers
• Represent our highly regarded, high-performing Support team.
• Work on both first- and second-line incidents, ranging from basic functional requests to more complex troubleshooting.
• Contribute to specialist projects such as reporting, automation, training / mentoring, case management of customers, and more.
• Expand your knowledge in our software to be able to provide expert-level support to our customers.
• Collaborate with both UK and international colleagues.

What will joining the team look like?

No worries if you don’t have prior tech experience – we’ll teach you everything you need to know to be successful!

As Support is a knowledge-centred role, your first few months will focus on lots of learning,  but we will support you every step of the way! You’ll be reporting into the Head of Support of the UK, and will be following an extensive, two-phase training programme. During phase one we’ll start you slow with some of the more basic customer queries, and you’ll build your knowledge as you develop.

Phase one focuses on:

• Who’s who at TOPdesk – embedding yourself in both the UK and international Support team.
• Understanding our global goals & culture.
• Understanding our customer base.
• Learning how TOPdesk is used, how it works, and starting to answer functional questions from our customers.

Phase two focuses on more technical aspects of the role such as:

• The TOPdesk API and how TOPdesk interacts with other systems.
• MS SQL databases.
• How our cloud-hosted SaaS solution works.
• The trainings will be conducted mostly remotely as well as in person, at our offices in the Netherlands, London, and Manchester.

“The role is a combination of problem solving, learning, teaching and customer service. It is challenging but hugely rewarding. The comprehensive training programme is really helpful and the working culture is great!”
– Chris Falshaw (Technical Product Support)

Are you our new Customer Support Specialist?

• Any degree is welcome, but an interest in technology is preferred.
• Extremely customer-focused, and prepared to go the extra mile to deliver a great customer experience.
• Someone who has strong written & verbal communication skills.
• Ability to find information from several different sources, and is not afraid to ask for help.
• Analytical, self-motivated, and solution-focused.
• Collaborative and able to work with a wide variety of people.
• Previous customer-facing or customer support experience preferred.

What we offer

• Competitive base salary plus company group bonus
• An annual training budget equivalent to 10% of your basic salary
• 26 days of holiday per year plus public holidays & birthday off
• Workplace flexibility: a minimum of 2 days a week in the office to suit all employee needs
• Unlimited career support
• An exciting, supportive, international, and multicultural environment
• Great company benefits including team outings and rewards, a generous pension plan, private healthcare, cycle to work scheme, tech scheme, Perkbox membership
• We have foosball, darts, and ping-pong!

Please note
The successful candidate must, by the start of the employment, have permission to work in the UK.

At TOPdesk, we’re passionate about creating an inclusive workplace that promotes and values diversity. We welcome and encourage applications from people of all backgrounds, ages, identities, religions, disabilities, and with a culturally or linguistically diverse background.

Research shows that, unlike men, women and people from disadvantaged backgrounds are much less likely to apply for a role they don’t meet 100% of the criteria for. If you feel like you meet most but not all the criteria and genuinely have a strong passion for, and desire to learn then we’d be happy to help you acquire those skills at TOPdesk and encourage you to apply.

Please give us some background in your cover letter so we know how to consider your application. We embrace flexibility to allow our people to manage the changing demands of work, personal, and family life.