System Support Specialist

With offices in Brighton and Skopje and a team in Serbia, Sopro provides sophisticated digital marketing services to hundreds of businesses, from innovative start-ups to global brands.

As the UK’s leading B2B sales engagement service provider, with over 250 employees and backed by 10 years of multi-award-winning results, maturity and scale, Sopro offers a powerful and unique sales engagement proposition. Our relentless focus on innovation makes it an exciting time for both our teams at Sopro and our clients.

Sopro is committed to providing an inclusive, rewarding and fun place to work and received a “Best Place to Work” award at the UK Business Awards 2021.

As a System Support Specialist, you will be the go-to expert for system support queries, troubleshooting and technical support. Assuming the role, you will handle incoming support requests, diagnose issues, manage tickets and escalate when needed, to ensure fast and effective resolutions. Collaborating with our System Support Lead, you will play a key role in system upgrades, testing and data analysis to improve performance.

If you thrive on solving problems, optimizing workflows, and delivering top-notch support, this might be a great opportunity.

• Act as the first point of contact for internal teams and clients seeking system assistance through the official channels of communication and ensure timely resolution of technical challenges.
• Provide continuous support for system troubleshooting and ensure all issues are addressed within an acceptable timeframe.
• Provide expert technical support to internal teams and clients, focusing on system troubleshooting, issue diagnosis, and resolution.
• Create and manage tickets in the ticketing system, ensuring that each issue is logged with a detailed description and prioritized accordingly.
• Act as a gatekeeper, determining when issues need to be escalated or directed to the next level of support and ensure that critical issues are resolved promptly and that the process is efficient.
• Participate in system upgrades, user acceptance testing (UAT), and the implementation of new features or functionality, ensuring minimal disruption to operations.
• Perform data queries and analysis to identify system issues and generate reports for ongoing system improvements.
• Provide insights into system performance and effectiveness.
• Analyze recurring issues, identify root causes, and implement long-term solutions to prevent similar problems in the future.
• Maintain a client-centric approach, ensuring that client needs and expectations are met with high-quality technical support and effective solutions.
• Collaborate with cross-functional teams to ensure seamless system integrations and optimization of workflows, such as CRM platforms, website plugins, and other third-party tools.
• Continuously assess system performance and recommend improvements for better efficiency, stability, and user satisfaction.
• Contribute to process improvement initiatives by identifying bottlenecks, inefficiencies, or pain points, and suggesting actionable strategies to optimize system performance and enhance the user experience.

• Ideally, experienced in troubleshooting, problem solving and managing escalation of issues, previous experience within a technical environment (e.g., IT support, system administration, or technical customer service) is considered advantageous.
• Excellent communication skills, and ability to clearly explain complex technical issues and solutions to non-technical stakeholders. Effective documentation of issues, resolutions and escalating when needed.
• Strong analytical thinking and problem-solving skills – you thrive on diagnosing issues and finding creative, practical solutions.
• Knowledge of SQL and the ability to export, query, and analyse data is desirable. Experience with data reporting and system performance analysis will be beneficial.
• Exceptional organizational skills and strong prioritization of workload to ensure critical issues are addressed first when balancing multiple tasks.
• Ability to remain calm under pressure and demonstrate patience and professionalism when dealing with technical challenges or client concerns – you can maintain positive relationships with both internal teams and clients.
• Proactive attitude towards self-development and eagerness to expand knowledge of various systems, software and technologies that are supported by the team.

We’re the people behind the prospects. For all the clever tech, what makes the Sopro service stand out is the people. As we like to tell our clients, we’re a team not a tool.

Our values permeate Sopro through our behaviours, not only as people but across the business.

We invest in our people, their development, our products and our working environment. We are ambitious, not only as a business but by encouraging passionate and imaginative collaboration. We are people who are proud of our identity and celebrate each other’s successes, whilst giving back to our local communities. We are open and transparent, with our clients and our people – each team member has a voice, and we ensure it is heard!

At Sopro we invest in our people – they are what makes our company great and we work hard to make sure that everyone feels like a valued member of the team. Some of the perks we offer:

• Career progression plan – Well-structured career progression path supported by regular 360 – degree feedback.
• Company profit sharing – We believe in sharing in our success, as such we’ll reward your loyalty by sharing 10% of the company’s net profit with employees.
• Extended annual leave
• Private healthcare insurance
• Learning and Development – A learning platform to encourage you in personal and professional growth additionally supported by mentorship, external training, and certification when needed.
• Hybrid working- 3 days from home, 2 days in the office, and if you want to come every day – you surely can!
• Flexible national holidays: public holidays mean more time off, choose how and when to enjoy them each year.
• Employee discount program; enjoy savings on everyday purchases in a variety of retail stores, restaurants, bookstores and more.
• Wellbeing package adapted to the needs of our people. Regular sports, social activities, and lots of healthy snacks.
• Your work matters – We have an open-door policy and value your opinion. Ideas are heard and genuinely put into practice.