Customer Support Technical Specialist

Job not on LinkedIn

🕒 July 17

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Vesta Software Group

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏗️ Construction

🍽️ Food & Beverage

🏭 Manufacturing

Construction • Food & Beverage • Manufacturing

Vesta Software Group is a global organization specializing in the acquisition and long-term growth of vertical market software companies. Unlike traditional acquirers, Vesta operates on a buy-and-hold strategy, maintaining the independence of the companies they acquire and investing in their sustainable growth. Vesta prides itself on never selling a business, instead prioritizing the autonomy of its acquired companies and leveraging a network of resources to accelerate growth. With more than 30 acquisitions and a presence in over 9 countries, Vesta supports its portfolio companies with best practices and capital while fostering a productive and positive workplace culture, demonstrated by its Great Place To Work® certification.

📋 Description

• Provide technical support for products across the brand portfolio via phone, email, and online remote support tools • Manage customer enquiries from initial contact through resolution, ensuring timely communication and accurate case management • Investigate and resolve service calls and incidents, documenting actions and resolutions • Work with Development and QA teams to investigate software defects and provide resolutions • Own and manage workload while supporting colleagues when required • Identify continuous improvement opportunities across products, services, and ways of working • Contribute customer feedback, knowledge management, root cause analysis, and AI-enabled service delivery • Provide out-of-hours customer support when required and agreed in advance • Create and maintain internal and external collateral, including knowledge base articles, videos, and Root Cause Analysis documentation • Deliver manual Bacs bureau processing activities as required, reviewing processes and policies for efficiency, security, and customer experience

🎯 Requirements

• Experience working for a Bacs Approved Software Supplier is highly desirable • Experience of the UK Bacs payments industry, including Direct Debit and Managed Bureau services, or willingness to develop this expertise • Previous experience in a technical customer support role, ideally supporting software applications, is essential • Proficiency in Microsoft Office applications • Good technical understanding of basic IT systems, including SQL databases, networks, and IIS • Experience supporting hosted software applications within cloud providers such as AWS or Azure is desirable • Ability to work effectively under pressure • Excellent communication and interpersonal skills • Attention to detail and proactive, solution-driven approach • Ability to manage competing priorities professionally • Logical, analytical, and structured approach to problem solving • Ability to build trusted customer relationships and explain technical concepts clearly • Comfort embracing new technologies and AI-enabled ways of working • High degree of integrity due to the sensitive and confidential nature of client interactions • Ability to work independently and collaboratively • Ability to take ownership and accountability of tasks outside the core role • Goal-oriented approach

🏖️ Benefits

• Competitive salary plus car allowance and bonus • 25 days annual leave (with the option to buy more or sell some) • 10 days rolling sick plan, plus an Extended Illness Pay scheme • Pension Contributions: 5% Employee and 5% Employer • Life Assurance 4x base salary • Private Health Insurance • Health Cash Plan • Personal Travel Insurance • Cycle to Work scheme • Electric/Hybrid Vehicle Leasing scheme • My Premier Benefits (discounted high street retailers) • Employee Assistance Program (EAP) and Mental Health First Aiders to support you • Refer a friend scheme – up to £4,000 for each successful referral • Internal networking events • Flexible working arrangements, including working location, hours, start and finish times, flexible lunch breaks, core hours, compressed hours, and an element of working from home