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Home Working / Office Based
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.
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.
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.
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:
Training will be provided on our processes, technology platforms and our Jira ticketing tool.