About Company
Mobysoft is a pioneering software company based in the heart of Liverpool, dedicated to revolutionising the social housing sector with innovative cloud-based solutions. Our flagship product, RentSense, uses advanced analytics and AI to help social landlords predict and prevent rent arrears, enabling them to focus resources where they’re most needed and support their residents more effectively. We believe in harnessing technology for social good and are committed to creating a positive impact on communities across the UK. With a strong focus on collaboration, continuous improvement, and employee well-being, Mobysoft offers a dynamic and supportive environment where talent thrives. We’re a tight-knit team passionate about our mission and proud of the measurable difference we make to our clients and their tenants.
Job Description
We are seeking a dedicated and proactive Technical Support Engineer to join our growing remote team. In this pivotal role, you will be the first line of technical assistance for our valued customers, ensuring they receive exceptional support for our RentSense platform and related integrations. You will be responsible for diagnosing and resolving complex technical issues, providing detailed guidance, and maintaining high levels of customer satisfaction. This role requires a blend of technical expertise, problem-solving prowess, and outstanding communication skills. As a remote member of our Liverpool-based team, you will be expected to work autonomously while remaining a collaborative and integral part of our engineering and support functions. You will contribute to our knowledge base, identify trends, and escalate issues when necessary, playing a crucial part in the continuous improvement of our product and service delivery. This is an exciting opportunity for an individual passionate about technology and making a tangible difference in the social housing sector.
Key Responsibilities
- Provide first and second-line technical support to customers via phone, email, and our ticketing system, diagnosing and resolving software-related issues.
- Investigate, analyse, and troubleshoot complex technical problems, identifying root causes and implementing effective solutions.
- Collaborate closely with our Product Development and Engineering teams to escalate and resolve intricate bugs or system outages.
- Maintain meticulous records of all support interactions and resolutions within our CRM and ticketing systems.
- Develop and maintain comprehensive knowledge base articles, FAQs, and self-help guides for customer and internal use.
- Assist with onboarding and training new customers on the RentSense platform's functionalities.
- Monitor system performance and proactively identify potential issues to ensure optimal customer experience.
- Contribute to the continuous improvement of our support processes and tools.
- Participate in regular team meetings and contribute to a positive and collaborative remote working environment.
Required Skills
- Minimum 2 years of experience in a technical support role, preferably with SaaS products.
- Strong understanding of software systems, web applications, and database concepts (SQL knowledge highly desirable).
- Excellent problem-solving and analytical skills with a methodical approach to troubleshooting.
- Exceptional verbal and written communication skills, with the ability to explain complex technical information clearly to non-technical users.
- Proficiency with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Ability to work independently and manage multiple priorities in a fast-paced, remote environment.
- Familiarity with Microsoft Office Suite and general IT infrastructure.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience with cloud platforms (e.g., Azure, AWS).
- Previous experience supporting customers in the social housing or public sector.
- ITIL Foundation certification.
- Experience with data analysis and reporting tools.
Perks & Benefits
- Generous holiday allowance, plus bank holidays.
- Flexible remote working options.
- Company pension scheme.
- Comprehensive health and wellbeing support programs.
- Opportunities for professional development and training.
- Regular team social events (virtual and in-person when appropriate).
- Employee assistance program.
- Modern equipment provided for remote setup.
How to Apply
If you are a passionate Technical Support Engineer looking to make a real impact in a company that values innovation and social responsibility, we encourage you to apply! Please click on the application link below to submit your CV and a cover letter outlining your relevant experience and why you are the ideal candidate for this remote role at Mobysoft.