Technical Support Specialist

The Company

Established in 2016, Glider Technology (Glider) has a passion for Building Information Modelling (BIM) and Information Management, and because of this we develop and provide information management software and consultancy services to the AEC and asset management industries.

Our Software as a Service (SaaS) is named gliderbim®, and is a new, unique brand of full lifecycle, asset information management software. Our mission is to revolutionise how information is managed throughout design, construction and operation of the built environment.

The Glider team is made up of a diverse team of software engineers, BIM consultants, information managers, project managers and senior management. All staff work from home, and always will do, but we like to meet up on a regular basis for company briefings, team building and general fun.

Job Overview

We are seeking a Technical Support Specialist to provide day to day first and second line support to our customers. Our goal is to exceed customer expectations at all times so you will achieve this by responding quickly and effectively to support requests. You’ll also work closely with our busy product and development teams to ensure requests are logged and tracked through our internal systems.

On a daily basis, you will be monitoring support and service requests and taking charge of progressing requests to resolution. We pride ourselves on providing client’s with a gold star service, so you’ll ensure Glider’s service agreement levels are achieved and our stakeholder’s requirements are fulfilled.

This is a great opportunity to join a fast-growing business and provide essential guidance and support to Glider’s customer.

Responsibilities & Duties

• Responding promptly, effectively, and consistently to support requests via phone or email
• Taking ownership and responsibility for the triage, investigation and resolution of customer issues through our customer support system
• Ensuring the Service Level Agreements (SLA) are achieved
• Following standard procedures for the escalation of unresolved issues to the appropriate internal teams
• Managing and maintaining our stakeholder relationships, taking ownership of escalation for customer’s issues
• Ensuring that all SLA breaches are investigated and corrective actions taken to improve service delivery
• Becoming fully familiar with Glider’s products and services
• Producing management and performance reports including SLA performance on a regular basis
• Conducting monthly service reviews with our clients to discuss service issues and identify project requirements
• Identifying opportunities to improve the performance of the existing and future support service delivery, including improving knowledge capture and sharing, proactive support activities such as building knowledge base articles and providing user onboarding and education to overcome common support challenges
• Scheduling and facilitating the relevant meetings with our product and development teams to ensure incidents are being resolved fully, and with communication back to key stakeholders of progress.

Qualifications & Skill Requirements:

Essential

• Strong customer service skills and experience of technical first and second line support within the software industry
• Self-motivated and able to use initiative; work autonomously and be organised
• Multi-tasking and priority focussed mindset with a strong problem-solving ability
• Strong written and verbal communication skills including excellent documentation skills
• Adaptable and agile to customer’s needs and requirements
• A hunger to learn new skills and acquire knowledge
• Excellent IT skills
• It is also essential that you either have or are able to complete Security Clearance as a large portion of our customers are government organisations.

Desirable

• Knowledge or experience of Information Management and the BIM industry.

Glider celebrates diversity and inclusivity and we welcome applicants regardless of their ethnic origin, gender, age, sexual orientation, religion, marital status, disability or social background. If you require a reasonable adjustment at any stage of the recruitment process please make contact with HR by telephone 0203 826 8001 or email report@glidertech.com