About Comgem
Comgem is a growing UK software company providing B2B ecommerce and back-office technology to businesses across the UK.
As our customer base grows, we're expanding our support team and looking for a Technical Support Analyst who enjoys solving problems, learning technology and helping customers get the most from our platform.
This is a varied, hands-on role. You could be troubleshooting a technical issue, training a customer, writing a support guide, completing a data import, configuring an agent or making a minor HTML or CSS change.
This position is 100% office based at our Bridgend head office.
The Role
You'll be part of our growing support team, providing responsive and knowledgeable support to Comgem customers.
A key objective of the role is to resolve more technical issues within the support team and reduce unnecessary escalations to our development team.
We don't expect you to be a developer. We do expect you to be technically curious, confident investigating problems and willing to learn.
If something isn't working, we want you to understand why. You'll investigate what has happened, identify the likely cause and proactively look for a solution before escalating.
Where development input is required, you'll make sure the team has clear information about the problem, what you've already investigated, the steps required to reproduce it and any supporting evidence they need to resolve it efficiently.
What You'll Be Doing
Your responsibilities will be varied and will include:
- Responding to customer support tickets, emails and telephone calls.
- Managing and prioritising tickets to ensure customer SLAs are met.
- Taking ownership of tickets from initial contact through to resolution.
- Troubleshooting and investigating software, configuration and data issues.
- Using Microsoft SQL Server and SQL to query and investigate data.
- Making minor HTML and CSS changes.
- Completing product and data imports.
- Configuring agents and other areas of the Comgem platform.
- Reproducing reported problems and investigating their cause.
- Proactively finding solutions and resolving issues within the support team wherever possible.
- Escalating genuine development issues with clear reproduction steps, evidence and details of the investigation already completed.
- Working with developers where more complex technical input is required.
- Testing fixes and confirming that the original issue has been resolved before closing a ticket.
- Keeping customers informed throughout the lifecycle of their ticket.
- Delivering customer training on different areas of the Comgem platform.
- Creating and updating customer support guides and documentation.
- Helping customers understand how to use the platform more effectively.
- Identifying recurring issues and opportunities to prevent future support requests.
What We're Looking For
Ideally, you'll have:
- Experience working in customer, software, application or technical support.
- Experience using a ticketing or support system.
- Working knowledge of HTML and CSS.
- Some knowledge of Microsoft SQL Server and SQL.
- Good technical troubleshooting and problem-solving skills.
- Confidence communicating with customers by telephone, email and online meetings.
- The ability to explain software and technical concepts clearly.
- Strong organisation and attention to detail.
- The ability to work under pressure and manage changing priorities.
- A willingness to continually learn and develop your technical knowledge.
Experience delivering software training, writing support documentation or testing software would be an advantage.
The Person We're Looking For
A problem solver
You'll want to understand why something isn't working and find a solution rather than immediately passing the problem on.
A quick learner
Comgem is a comprehensive platform and you'll learn a lot on the job. You'll need to be comfortable picking up new technology, asking questions and applying what you've learned.
Methodical and organised
You'll work through a busy ticket queue while balancing customer calls, investigations, training and other support tasks.
Proactive
You'll investigate problems, look for solutions and take action without needing to be told every next step.
Confident with customers
Whether answering the phone, responding to a ticket or delivering training, you'll need to communicate clearly, professionally and confidently.
Calm under pressure
We're a growing software company and support can be fast paced. You'll need to manage competing priorities while maintaining a high standard of customer service.
Someone who takes ownership
Picking up a ticket means seeing it through from start to finish. Even when development input is required, you'll remain involved through investigation, testing and confirmation that the issue has been resolved.
What Success Looks Like
You'll help us deliver exceptional customer support by:
- Resolving more issues within the support team.
- Reducing unnecessary development escalations.
- Improving the quality of issues that do require development.
- Meeting our customer support SLAs.
- Keeping customers informed.
- Helping customers become more confident using the Comgem platform.
- Creating useful guidance that reduces repeat support queries.
- Ensuring fixes are tested and issues are genuinely resolved.
Why Join Comgem?
You'll join a growing support team where you'll gain exposure to customers, software, data, testing, training and technical troubleshooting.
You'll work closely with both our customers and the people who develop the Comgem platform, giving you the opportunity to continually build your technical knowledge and develop your career.
If you're curious, technically confident, quick to learn and get satisfaction from solving problems and helping customers, we'd love to hear from you.
Application Process
To apply, please submit your CV and a covering letter.
Your covering letter should include:
- Your salary expectations.
- Your notice period and earliest available start date.
- Your availability for interview.
- A brief overview of why you're interested in the role and why you think you'd be a good fit.
Stage 1: Microsoft Teams Interview
Shortlisted candidates will be invited to an initial interview via Microsoft Teams. This will give us an opportunity to learn more about you, your experience and what you're looking for from your next role.
Stage 2: Face-to-Face Interview and Practical Assessment
Successful candidates will be invited to our Bridgend head office for a face-to-face interview.
As part of this stage, you'll complete a number of practical assessments designed to understand your technical knowledge and how you approach troubleshooting and problem solving.
We're particularly interested in how you think, investigate and work through a problem, as well as your existing technical knowledge.
Please note: This is a full-time, 100% office-based position at our Bridgend head office.
Pay: £25,750.00-£28,500.00 per year
Benefits:
- Casual dress
- Company pension
- Sick pay
Ability to commute/relocate:
- Bridgend CF31 1JF: reliably commute or plan to relocate before starting work (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
