Technical Support Analyst

Technical Support Analyst
📍Manchester (Hybrid, up to 2 days WFH) | 💰 salary on offer up to £28,000 - £30,000

Street Group is one of the fastest-growing PropTech companies in the UK. We want to be the leading creator of delightful experiences for everybody involved in buying, selling, renting and letting property, regardless of their involvement, to improve the industry for everybody by elevating UK Estate Agencies through world-class technology.

As our client base rapidly expands, we’re entering a pivotal moment of growth to ensure we can continuously support both our new and existing clients. If you join us, you’ll be helping to improve the property industry for everyone by conducting training sessions for our new Street.co.uk clients and conducting dedicated in-person sessions at the pre-go-live stage, as well as follow-up sessions. You’ll have the autonomy to plan your diary and design workshops, while always going above and beyond to help customers navigate the system with confidence.
Over the past four years, we've been working on Street.co.uk - our groundbreaking product that's putting transparency, user experience and beautiful design at the heart of our industry. We’ve got big plans and as a Technical Support Analyst you will play a key part in ensuring clients love our software! You’ll be the glue between our Street Implementation team and our Street Engineering teams, providing technical support in a role which will evolve as much as you want it to!

On a day-to-day basis you’ll be the go-to for our clients providing live chat support, building your knowledge of our products, troubleshooting issues and then assessing the best course of action to resolve the problem. As your product knowledge grows, you’ll be able to take on more responsibility dealing with more technical incidents whilst shadowing members of our Engineering team. Ideally you’ll be from a Customer Service or IT Support background with a keen interest in technology, you will be a passionate and proactive problem solver who has a desire to grow within a business.

A bit about you…

• You’ll have commercial experience in either a customer service or IT Support role

• You’ll be confident in holding conversations with the wider Street Group team as well as clients, managing expectations and asking the appropriate questions to build a full understanding of the problem.

• You’ll have a passion for technology and websites and an enthusiasm for developing this knowledge even further, possibly into software development.

• You’re a self-starter who can take initiative where required

• You’ll have outstanding communication skills, both written and verbal.

• You’re highly organised and experienced at time management and prioritisation

• You’re calm and collected under pressure whilst keeping a happy and positive mindset.

Here’s what you can expect to be working on as a Technical Support Analyst at Street Group

• Becoming an expert on the platform

• Acting as the first line of support for any incoming questions or queries that our customers have via email, live web chat, video call or phone.

• Working closely with our Client Services Executives to filter out the more technical and time-dedicated tickets which you will take on.

• Being able to make the call of when to escalate more complex tasks to our Street Engineering teams.

• Proactively looking at ways to build your knowledge of our products Street.co.uk and Bridge.

• Support and troubleshoot API-related issues, ensuring timely resolution and effective escalation where required.

• Working with a variety of customers from small independents through to large multi-branch estate agencies

• Responding to any system bugs reported by the client and escalating this to the development team where necessary

• Obtaining customer feedback and feature requests, ensuring these are communicated appropriately to the development team

Research has shown that women tend to rule themselves out of applying for jobs unless they meet 100% of the requirements. If you fall into that category and were about to rule yourself out based on the above criteria; please consider applying anyway. We'd love to see your application!

Why join Street Group?

🚀Joining a new team in an exciting business with huge ambition

👥 Be a part of something bigger - everyone in our team is passionate about improving the entire property industry! It's a huge goal, but it motivates us to do better every single day.

🏠 Hybrid working - you can work from home up to 3 days per week.

💪 Joining a culture that supports your development and encourages growth

📚 £500 yearly L&D budget for your career development

🏖️ Guilt-Free R&R - £1000 towards a holiday after your first year with the team (we'll even cover the tax!)

🎂 Your birthday on us - we pay, you stay away

🙋 'Give something back' - 2 paid days volunteering on us

🍻 Fully stocked fridge and beers (or an alternative) on us every Friday afternoon

🎊 Company and team off-sites, events and happy hours

👩🏿‍💻 A chance to work on cutting edge technology

🚴 Cycle to work scheme

🚘 Electric car salary-sacrifice scheme

🐶 Comfortable relaxed office space - office dogs welcome!

🌍 Feel good about sustainability - we're a climate positive company!

👶 Enhanced maternity, paternity & adoption pay

🧠 Mental health & well-being support via Health Assured

🧘🏿Regular wellbeing initiatives

Salary

Up to £28,000 - £30,000k basic dependent on experience. However, sometimes the perfect person is far more or less experienced than we anticipated. In these situations planned ranges go out the window. If you think that might be the case, please apply and just let us know.

We care deeply about helping the tech industry become a more inclusive and diverse place and we work hard to lead by example. We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all. Candidates must be eligible to live and work in the UK and be able to perform the work specified.

🕧 Interview Process: 2 stages = Introductory call with one of our Talent team > Hiring Manager Interview.

We want to make our interviews as inclusive as possible, so if you need any adjustments made, or if there's anything you think we should be aware of during the interview process, please do let us know!

Compensation Range: £26K - £32K