Technical Support Specialist
Technical Support Specialist
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Job Description
Are you curious excited by experimentation and always looking for a better way of doing things
Do you want to keep learning and developing whilst getting handson entrepreneurial business building experience
Do you want to make your mark in the future of marketing measurement
If so we would love to hear from you!
ABOUT US
At Blenheim Chalcot we use our knowledge expertise and infrastructure to sustain an innovation system that transforms disruptive ideas into innovative businesses. We originate the ideas ourselves grow them from the ground up and take them through to scaling and ultimately exit.
We typically build enterprise Software as a Service (SaaS) products powered by Generative AI and target industries which are exposed to market regulatory or technology discontinuities. We have built businesses across the following sectors:
- Financial Services
- Education
- Media and Marketing
- Public Services and Health
- Sports
Our track record has seen us build more than 60 businesses over the last 25 years. The portfolio has annual revenues of 500m employs more than 3000 people has raised 600m in equity and secured exists totalling over 1bn.
Blenheim Chalcot has three global locations. Portfolio companies are headquartered from Scale Space London our 200000ft2 collaboration space which was built as a joint venture with Imperial College London. Our Mumbai offices provide unparalleled scaling capability and technical expertise and our U.S. operation powers the gotomarket activities of the portfolio across North America.
This particular role would be situated within Fospha one of Blenheim Chalcots portfolio MarTech businesses.
Fospha
Fospha is the marketing measurement platform for eCommerce brands. We have found product/market fit in the last two years and quickly become a market leader for measurement with numerous awards and rocketship growth to match. We are the only business of our type to be a certified partner of Meta TikTok and Snap and have worked with our customers some of the bestknown eCommerce brands in the world to drive massive growth and value. We are now expanding globally and are looking for excellent candidates to join the next phase of our journey.
The Role
As a Technical Support Specialist you will be a key contributor to our datadriven success by working with the Service Desk Manager to schedule prioritise and assign tasks to team members to ensure timely resolution of Support issues. You will play a crucial role in overseeing the resolution of application problems for employees and customers ensuring that support is efficient professional and aligned with business needs. Additionally you will drive continuous improvement in data processes promote a culture of data excellence and provide insights to support strategic decisionmaking.
Key Responsibilities:
- Work with the ServiceDesk Manager to schedule prioritize and assign tasks to team members to ensure timely resolution of Support issues.
- Foster a collaborative customerfocused team environment.
- Oversee the resolution of application problems for employees and customers ensuring that support is efficient professional and aligned with organizational needs.
- Perform root cause analysis of recurring issues and assist with developing solutions to prevent future occurrences.
- Develop and implement best practices processes and procedures for the Fospha support and incident management.
- Maintain an uptodate knowledge base for common technical and product issues and solutions.
- Collaborate with other teams (e.g. Customer Success Data Science Attribution etc) and business units to support organizational goals.
- Prepare and present regular reports on IT support performance including issue resolution times customer satisfaction and team productivity.
- Use data to identify trends opportunities for improvement and areas of concern in the support function.
Professional Requirements:
- Strong knowledge of Database structures and Query language. Ideally Postgres) is essential. Knowledge of the Postgres DBT transformations plugin is a bonus.
- Must have experience with documentation helpdesk software ticketing and messaging tools. Particularly Notion JIRA and Slack.
- Basic understanding of cloud services and IT infrastructure. Ideally AWS SFTP and SSH.
- Knowledge of source code repository and management applications and tools would be advantageous. EG Bitbucket git yml.
- Experience of the Fivetran data movement platform is a bonus.
Benefits & Perks
- Competitive Salary OTE
- Pension scheme
- Private healthcare
- Work perks scheme and discounts
- We believe growth never stops and that is why we encourage all our employees to upskill: taking part in our Fospha L&D activities plus structured training and leadership development programs as part ofBlenheim Chalcot
- Regular allcompany social events throughout year
Working location
The Fospha UK team is based at the Scale Space tech campus in West London where you can partake in a full social calendar of community events & classes (Yoga is a team favourite). Whilst at Fospha we pride ourselves on flexibility (accommodating hours and personal circumstances) we are an officefirst company with a minimum 4 day/week office policy. In our experience this is the best way to get new joiners get up to speed quickly benefiting from inperson learning collaboration and social interactions!
By submitting your CV you understand that we have a legitimate interest to use your personal data for the purposes of assessing your eligibility for this role. This means that we may use your personal data to contact you to discuss your CV or arrange an interview or transfer your CV to the hiring manager(s) of the role you have applied for. You can ask us at any time to remove your CV from our database by emailing but please note that this means we will no longer consider you for the role you have applied can review our privacy policyhere.
Required Experience:
Unclear Seniority
Employment Type
Full Time
