Job Description

At Nexus, we embrace every challenge, using innovation and technology to transform complexity into opportunity. As the UK's leader in tech-enabled business mobility, we go the extra mile to deliver cutting-edge solutions that drive real impact. We're looking for problem solvers who thrive in fast-paced environments, are excited by change, and share our passion for delivering more than just results - because at Nexus, we lead by example, push boundaries, and succeed together.

Our tech-led approach is for businesses with higher volumes and complex requirements from a range of sectors, whatever the category.

At Nexus, we're always moving forward. As a responsible business, we grow, we innovate, and we relentlessly enhance our tech, so you never have to stop.

This attitude drives everything we do - for our customers, our people and our suppliers - and is grounded in the synergy of four core values.

Never stop evolving Never stop anticipating Never stop committing Never stop collaborating

About the role

As a Customer Support Technician, you will provide crucial SaaS application and technical support to external customers, you will assist users of the IRIS platform ensuring efficient troubleshooting and effective problem resolution.

In addition to resolving technical issues, you'll work on continually improving the levels of support and processes; actively identifying areas to improve efficiency and contributing to practice solutions. Key responsibilities will also include actively contributing to our internal Knowledgebase, proactive customer communication, following procedures, creating user friendly documentation and participating in all IT Service Management duties as deemed necessary. This can include Change Management, Problem Management, Incident Management and training.

You will be dedicated to enhancing the overall support experience of our customers, meeting SLAs and facing into support challenges. Your strong problem-solving abilities, customer-first mindset, and adaptability to evolving technologies will be key to thriving in this dynamic, fast-paced role.

What you'll do

Diagnose and assist in the resolution of Saas application issues for customers Manage a designated Jira Service Management queue containing tickets and tasks to be completed each day Help customers to effectively use the products and services we make available to them, offering guidance on features and usability, best practice and troubleshooting guidance Always Maintain details and organised records to an ITIL and ISO/IEC 27001 standard, ensuring your work is fully auditable at all times. Work closely with engineering, Product Management, Account Management and IT Service Delivery to escalate and manage complex technical issues. Develop and maintain knowledge base articles for both internal and external consumption Identify recurring customer challenges and propose innovative solutions to reduce issue recurrence or volume. Consistently meet or exceed contractual SLA targets and contribute daily to the achievement of implemented KPIs Consistently achieve positive feedback Support ongoing developments and changes positively, offering your skill set or time to improve the services. Be proactive in your own product knowledge and consistently seek further training or guidance to ensure you're at the forefront of changes. Offer support and guidance to team mates and colleagues as appropriate, ensuring that any major incidents are escalated and dealt with according to processes.

About you

2 years min experience working within a Service Desk or Application support position, working with complex or bespoke SaaS Excellent verbal and written communication skills with the ability to converse easily with people at all career and skill levels. Strong self-learning capabilities and a willingness to make time for your own skill enhancement Exceptional customer service skills demonstrating patience and a real drive to "go the extra mile". Ability to operate effectively and self-motivate, ensuring your productivity whilst both remote and onsite. Receptive to change and comfortable with adapting to continually changing processes and landscapes. Meticulous attention to detail ensures follow up and actions are documented accurately and appropriately. Excellent problem-solving skills with a methodical approach to issue identification, diagnosis and resolution. A strong sense of security/cyber security and a desire to protect company and customer data at all times.

Desirable Experience

Experience using Jira Service Management software and other Atlassian products ITIL V3 or ITIL4 foundation Working knowledge of ISO/IEC 27001 and ISO/IEC20000 frameworks 2+ years in a technical application support role Knowledge of databases and SQL. A sound understanding of Service Desks, and IT Service Delivery best practices.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of race, sex, disability, religion/belief, sexual orientation, or age.

Job Types: Full-time, Permanent

Pay: 26,000.00-30,000.00 per year

Benefits:

Casual dress Company events Enhanced maternity leave Enhanced paternity leave Health & wellbeing programme On-site parking Private medical insurance
Schedule:

Monday to Friday
Experience:

Technical support: 2 years (required)
Work Location: Hybrid remote in Pudsey LS28 6AA