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Location: Hybrid (remote/office/occasional UK travel)
Department: Service Desk
Reporting to: Support Team Lead
Employment type: Full-time / Permanent

About Us

Zinc Systems (‘Zinc’) is a UK-based SaaS provider specialising in critical event management, incident management and resilience technology. Powered by our flagship platform ‘Zinc’, we help organisations anticipate, respond to and recover from incidents more effectively.

Our modular platform empowers security, risk, estates, and operations teams to streamline processes such as:

• Incident management
• Mass notification
• Threat intelligence
• Case management
• Patrol & task management
• Daily occurrence logs
• Audits, inspections & checks
• Risk insights & analytics

Zinc serves clients across commercial real estate, retail, security, and facilities management, amongst others. With investment backing and strong market traction, we are scaling rapidly and looking for talented people to help us grow.

Role Overview

The Junior Support Operative will play a key role within our Service Desk team, providing end-to-end support to customers in using and making the most of our software. This includes support ticket triage and management, communicating with customers and team members, implementing configuration changes, and being part of driving overall customer satisfaction.

The key responsibilities of the role are as follows:

• Responding to customer support tickets.
• Troubleshooting and resolving basic technical and account-related queries and requests.
• Triaging and escalating tickets to software engineers to assist with their resolution.
• Learning our product and support processes, and contributing to the knowledge base guides over time.
• Assisting and showing customers and users how to use our product.
• Being part of our Out-of-Hours Support on a 1-in-3-week rotation after successful completion of the probation period.
• Managing and maintaining customer-facing dashboards and reports (eg. via Looker Studio) in time.

This role is ideal for someone comfortable using and working with software platforms, is able to communicate and work with others, is enthusiastic and willing to learn, and wants the opportunity to grow into a Customer Service, Project Management or Technical Software position over time.