Application Support Technician

Plymouth - £17,000 To £21,000 dependent on experience

We are looking for a 1st Line Support Technician to join our lively, client focused, first line Support Team. Based in our Plymouth office you will be one of the main points of contact for our clients and their users, handling support and training queries relating to all GOSS products and services. The successful candidate will either come from, or want to work in a digital/IT environment, have a professional customer service attitude and a strong desire to develop their technical abilities and knowledge.

About us

GOSS was founded in 1999, and today comprises 60+ people. We are an award-winning, growing software business - the largest in the South-West - based on the edge of Dartmoor, and with our nearest beach just 25 minutes away.  Our clients range from the public sector (Police Forces, Government, Met Office) to private sector brands such as Brittany Ferries, Caledonian MacBrayne and Virgin Trains. Every week more than 3 million people see and experience our work (we know, we've checked the logs)!

What you'll do

  • Provide first line technical support to GOSS clients regarding all GOSS products and services in line with our published SLAs
  • Work closely with a dedicated portfolio of clients to proactively manage their technical queries
  • Provide assistance and guidance to select clients, helping them maximise the full potential of their GOSS products and services
  • Escalate support tickets appropriately and manage communications and expectations through to resolution
  • Identify sales leads and training requirements

The Support Desk operates 8am to 6pm Monday to Friday and this position is based on 37.5 hours per week.

Who you are

  • You have excellent written and verbal communication skills.
  • You have experience in building relationships with a variety of different clients / suppliers.
  • You're able to work in a methodical, clear and concise manner.
  • You are able to manage a varied and sometimes demanding task list.
  • You enjoy  troubleshooting and problem solving, using a range of resources, tools and initiative.
  • You have the ability to learn and understand new systems, concepts and processes quickly.
  • Ideally you have experience of web based applications and / or content management systems.
  • Any knowledge of JavaScript, ReGex would be an advantage. You will certainly be keen to learn and support a wide range of web based services.

What's it like to work at GOSS?

The GOSS team enjoys a range of benefits such as company pensions and bonuses, childcare vouchers, cycle to work scheme and support for personal development and training.  View the full list of benefits here.

This post is based in Plymouth, UK. Applications from candidates living outside of the UK will be considered for the position provided the candidates can demonstrate that they are eligible to work in the UK.

Apply here, don't forget to include your CV and a covering letter, and links to examples of your work, where relevant.  Apply for a role