Job Description

This is a 10 month maternity leave cover role.

Our Application Support team are the main point of contact for clients using our custom software, supporting those who have technical issues or queries. In this role you will be providing 1st line support and working towards providing more technical 2nd line support for our clients, mainly local government, who are using our platform to deliver vital services to their community. Initially you will be focussed on triaging new support tickets as they come in, assigning priorities, and providing advice or guidance where possible. We'll then train you to start completing in-depth analysis and investigation to identify cause or resolution of the issues raised. You'll work closely with your team and our software developers to ensure client's get timely responses and updates.

Whether you're a customer service professional with a passion for technology, or a technical wizard with great people skills, in this role you'll quickly build an in-depth knowledge and understanding of our platform capabilities to support our clients and ensure that their needs are met efficiently. Our teams work with a high level of autonomy, so you'll need to be comfortable taking responsibility for your own workload and seeing things through to conclusion.

Activities

Day to day:

Reviewing new incoming support tickets, liaising with the client to ensure that sufficient information has been provided, and we understand the urgency and impact. Providing advice and guidance to clients who need assistance with the platform, mostly via email but sometimes also over the phone or Teams. Managing ongoing support tickets using Jira ensuring that we meet our SLAs. Advocating for clients by being a key communication contact and ensuring wider teams understand client needs. Monitoring ticket progress and proactively following up with clients and colleagues to ensure timely resolution and smooth workflow. Conducting in depth investigations into reported problems with the platform, identifying cause and next steps on issues through troubleshooting & testing. Recording details of your investigations and passing to our team of developers if needed.
Weekly, monthly, or less frequently:

Identifying sales leads and training requirements, referring to revenant internal colleagues. Providing maintenance and sometimes minor configuration changes to the application. Working on internal team projects to improve client success. Creating technical and operational documentation for clients. Maintaining and adding to our internal knowledgebase, sharing best practice, updates, or new skills with team members. Completing regular personal development which may include learning new skills or exploring new ways of working.

The Support team

As part of our Support team, you'll be one of the first points of contact for all of our clients. Our Application Support team are part of our wider Client Services team which includes application support technicians, client success managers, consultants, trainers, technical authors, and network support technicians. Led by our Head of Client Services, we work closely with the Project Management, Sales, and Engineering teams to:

Ensure that our client's needs are met or exceeded in the best possible ways, contributing to maintaining our strong client retention and renewals. Provide excellent communication for our clients, ensuring they have a clear visibility of progress throughout the duration of their contract. Ensure that our products are maintained effectively, and problems resolved quickly. Answer customer queries and concerns providing proactive solutions. Gather insights and share knowledge across the business, advocating for our clients to ensure our products continue to improve and deliver excellent value for our clients.
Our support desk operates from 8am - 6pm Mon - Fri. We do our best to accommodate preferred working hours to suit each member of the team but some flexibility is required to cover service desk operating hours.

Who we are looking for

We understand that experience comes in all shapes and sizes, so if you believe that you could excel in this role and have transferable skills (even if you don't meet every requirement below), we'd love to hear from you.

You have demonstrable customer service experience. You have excellent attention to detail. You're confident with complex technology and excited to learn new skills. You have strong organisational and prioritisation skills with the ability to take responsibility for multiple jobs simultaneously. You're not afraid to ask questions. You are a born trouble-shooter! You love to take on new technical challenges and thrive on locating (and possibly fixing) problems you may never have seen before. You can demonstrate experience of working with web-based applications and/or content management systems. You have experience using Jira or a similar software bug tracking systems. You have a basic understanding of software development concepts, including an understanding of IT systems and networks. You can learn and understand new systems, concepts, and processes quickly. You have a proven track record of providing high quality customer support. You're able to demonstrate strong written and verbal communication skills. You understand how to think beyond just problem resolution, by actively identifying opportunities for improvement. You're a logical thinker with the ability to follow written procedures. Simple knowledge of web mark-up, styling & dynamics (HTML, CSS, JavaScript and using browser dev tools for troubleshooting).

Location

We believe happy employees are the key to a job well done and we recognise that there is no one size fits all approach to happy. That's why we do our absolute best to provide flexible working opportunities wherever possible. This role can be fully remote (UK only), or you can choose to work from our spacious Plymouth offices for some, or all of the time.

Application process

Our full recruitment process can be found in our careers section on our website.

Important: To apply, please submit your CV and a cover letter that reflects your personal insights and experiences.

We will not be considering applications that do not include a cover letter. We highly value authentic, human-written content and request that you refrain from using AI tools to generate your cover letter. We are eager to understand your unique perspective and why you are interested in joining our team.

If you are shortlisted, we may also choose to include a task as part of the selection process which could include a presentation, written test or a scenario-based activity.

Due to the large volume of applications GOSS receive, if you have not heard from us within 4 weeks of applying, on this occasion its likely that you have been unsuccessful in your application.

Job Types: Full-time, Fixed term contract
Contract length: 12 months

Pay: 24,500.00-25,000.00 per year

Benefits:

Additional leave Casual dress Company events Company pension Cycle to work scheme Enhanced maternity leave Enhanced paternity leave Flexitime Free parking On-site parking Referral programme Sick pay Work from home
Work Location: Hybrid remote in Plymouth PL6 7TL

Expected start date: 13/10/2025