icn icn

Technical Support Specialist

Be part of something amazing.

Technical Support Specialist

Posted on: June 1, 2022

Contract type: Full Time

Location: Skopje, Macedonia

Technical Support Specialist

Job description

Headquartered in Brighton, and with offices in Miami, Skopje and Serbia, Sopro Holdings Group (Sopro Group) include Sopro the world’s leading B2B email prospecting agency, SaaS business Outbase, and entrepreneur community, Founders Hub.

We have spent seven years redefining B2B demand generation techniques and striving to prove that there are much more predictable, higher quality ways to harness new social networks in order to create demand and interest for relevant suppliers.

Voted Best Place to Work in the UK Business Awards 2021, and Tech Company of the Year by Campaiazine, we’ve collected a host of awards for our people, workplace, technology, and business results. We are proud to also be one of the UK’s fastest-growing digital marketing agencies.

The role

As the escalation point for technical support queries, you will work closely with the FoundersHub’s engineering teams to understand and resolve technical issues and identify solutions in a prompt and professional manner.

We take pride in cultivating a passion for development and culture internally and so you should also be motivated by these qualities.

Looking to join our Tech team?

Learn about our culture, career development and what it's like to be part of the Sopro team.

Key responsibilities
  • Act as a first point of contact for those seeking technical assistance via the official channels of communication (email, Microsoft Teams, face to face etc)
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and information provided, talking the end user through the required steps to resolution
  • Act as gatekeeper, determining the need to escalate and direct unresolved issues to the next level of support, as required
  • Work to agreed service level agreements for incidents, requests and problems
  • Update the ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately
  • Work with the Project Managers to identify trends of requests and ensure any recurring technical issues are addressed and any training or user guide documentation requirements are identified and implemented
  • Continuously improve knowledge and understanding across the various systems, software and hardware technologies supported by the teams
  • Maintain a strong internal customer focus at all times
  • All work will be in the English language, so we are looking for candidates with exceptional written and spoken English
  • Working knowledge in SQL (select statements, join, inner join, outer join) and stored procedures
  • Experienced in working and manipulating CSV files (working with numbers, decimal separators, splitting files to N number of rows)
  • Experienced in working with source control (Git)
  • Ideally, a background in troubleshooting, problem-solving and gatekeeping escalation of issues
  • Nice to have knowledge of Azure infrastructure (app services, sql databases)
  • Nice to have knowledge of Visual Studio IDE
  • A creative thinker who possesses sharp analytical and problem-solving skills and will love nothing more than diagnostics and finding solutions
  • Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
  • Previous experience within a technical environment is considered advantageous
About us

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 Group 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!

What we offer

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:

  • Competitive salary
  • Private Healthcare Insurance
  • Extended annual leave
  • Excellent central Skopje office location (full of great people)
  • Regular social events
  • Flexible working – a mix of office and remote working environments
  • Open door policy to all levels of management – everyone’s ideas are listened to and in a lot of cases, implemented.

We are rapidly expanding which also offers a fantastic opportunity to progress to more senior roles.

Think you're the person for this role?
Apply below and someone will be in contact soon.