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Technical Support




Home Working / Office Based




October 2021

The Mission of Zinc’s Systems

Zinc’s mission is to help customers protect what matters to them.

Founded in 2004, we are a privately-owned Software as a Service company that delivers trusted security and safety platforms to enterprise and public sector organisations. The business has enjoyed year on year growth, 60+ staff and has a strong UK footprint as well as international reach.

Our growth strategy to date has been focused on client retention and product development as we have aligned ourselves with our clients so that we are informing their roadmap as well as them informing ours. This collaborative approach has led to a number of awards in partnership and application of new technology. As a company, our Synapse product is leading the field of safety and security incident management. We are able to deliver differentiation to our clients across three key sectors – Government, Corporate and Retail.

Division Overview:

We are known as leading web technology innovators. We have invested many years into developing our own technology platforms and these now power some of the UK’s largest organisations, Government and SME customers.

The technology division has undergone significant growth in recent years and we see this as being a huge area of further expansion for Zinc moving forward. We have a culturally diverse team with a reputation for using innovative, collaborative working practices; operating in a SaaS environment to provide our market leading Synapse product range that assists organisations in gaining actionable insight, optimising decision making, profit protection, reducing response times, and significantly improving communications between staff and stakeholders.

Purpose of the Role:

The Technical Services is seeking to recruit a new team member to meet the demands of our growing business. You will be joining at an exciting and pivotal time as we look to expand our technology platforms and strengthen our position as a leading innovator in web technology.

The role will play a pivotal part in the delivery and improvement of our client support, ensuring the continuation and strengthening of relationships with our clients. We expect the ideal candidate to have a focus on delivering the highest standard of customer service, possess excellent communication skills and the drive and commitment to develop the technical knowledge you will need to succeed.

As a Technical Support Analyst, you will act as a focal point for all incoming support requests. You will work closely with internal and external customers to resolve a range of issues, ensuring issues are logged, prioritised and resolved within our defined Service Level Agreements. You will be expected to take ownership and proactively find solutions that enhance client satisfaction.

You will develop strong working relationships with our team, partners (i.e. 3rd party suppliers), customers and the Directors of Zinc to ensure a coordinated support service.

The role is currently Monday-Friday (9.00am – 5.30pm). Please note these patterns may be subject to change due to business out-of-hours requirements, however as an employer who values work life balance, we will try to be flexible depending on your personal circumstances. 

Key Responsibilities

  • Answering incoming calls from our customers in a professional and courteous manner.
  • Taking on the ongoing/day-to-day support requests and providing the high quality support to our clients and ensuring issues are logged accurately and in a detailed manner in our ticketing tool.
  • Completing day-to-day tasks and communications covering customer service, technical checks and compliance to manage issues through to resolution.
  • Being a focal point for technical support enquiries, ensuring reported tickets are owned, prioritised and resolved within Service Level Agreements (SLA) with minimum negative impact on the business.
  • Assisting and ‘hand-holding’ of clients using our services and systems.
  • Working with our infrastructure partners to ensure our infrastructure is stable and secure.
  • Taking briefs from clients for support design work and communicating with the design team.
  • Maintaining and updating user documentation to support staff and customers.

  • Proactively communicating with clients about developments and improvements.
  • Playing a part in strengthening Zinc’s brand image and reputation.
  • Contributing to and enhancing internal staff/team collaboration.
  • Investigating and managing ongoing support requests whilst providing high quality service to our clients.
  • Assisting with the delivery of bespoke projects into clients, providing technical support for our design team throughout the delivery lifecycle.
  • Conduct remote training sessions, supporting clients as they take delivery of bespoke projects.

The Person

To be successful in this role you must have a proven capability in either customer support or technical support. You should possess a genuine interest in technology and have a positive outlook and a focus on high quality delivery.

You will need to be:

  • Customer service focussed with a desire to deliver a high-quality service and an empathy for the customer and their requirements or issues.
  • Self-motivated and highly professional with the ability to follow through on tasks and an ability to communicate clearly, concisely and accurately both internally and externally is essential.
  • Able to work in an ever evolving environment.
  • Flexible and adaptable to day-to-day changes and requirements, displaying a “can do” positive attitude and a display a willingness to learn.
  • Highly diligent with strong attention to detail and the ability to follow processes.
  • You’ll have the ability to communicate complex concepts and ideas easily to the team.
  • Excellent troubleshooting and problem solving skills.
  • Be passionate about technology.

Training will be provided on our processes, technology platforms and our Jira ticketing tool.

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