Quality Assurance and Customer Support Technician

KaarbonTech is looking for a self-motivated person to join our growing technical team.

KaarbonTech is a data and software company, managing highway assets for local authorities across the country. We use innovative smart devices and cloud technology for efficient and collaborative working, making real improvements to our customers’ maintenance programmes.

We are the leading provider of drainage and other highway asset management software services, supplying over 40% of local authorities in England. Automating the relationships between geo-location, inspection schedules and defect tracking helps our clients plan maintenance schedules and balance costs better.

We are a small, distributed team providing a cross-platform hybrid (Web / Android / iOS) system app for map-driven asset management. We are looking for someone to fit into our growing, dynamic and fast-paced support team to help maintain our high standards of customer support, as well as ensuring all our software is customer ready before getting released.

 The role will include:

• Being first line customer support, the outward voice of our business to our customers on a daily basis. Helping them with any software related issues they might be facing, be it via phone calls, emails or picking up new support tickets

• Quality Assurance testing of all new and customer facing developments to ensure they are bug free before they are deployed

• Feeding into the bug diagnosis and escalation process

• Support call ticket management and reporting

• Contributing to overall business support processes

 Skills required:

• Problem solving attitude

• High IT literacy across a range of basic software platforms (Microsoft Office, web-based help desk, customer relationship software)

• Experience of mobile devices, the ability to understand issues from the user's point of view (Android, iOS)

• Excellent written and verbal skills and professional telephone manner

• Excellent time management skills

• Organisational/administrative skills with in a fast-paced team environment

 All our roles are fluid and include flexibility to get involved in other elements of the business. Some of the following skills could also support the wider tech team:

• Experience of managing and administering Office 365, including knowledge of Azure and Intune for managing security in remote teams

• Video creation experience (Premiere Pro/After Effects/Final Cut)

We offer a friendly, supportive environment, with a great opportunity for career progression for the right individual.

 As a remote company, we expect you to be able to prioritise tasks and manage your own time well and to ask for help/clarifications often, whilst also giving frequent feedback on your progress. You should also have a strong drive to learn and improve on your skillset, working as part of the team and independently.

This role is home based but will involve visits to the Head Office in Bournemouth on an ad hoc basis (around 3-4 times per year).

Interested? We'd love to have an initial chat.

Schedule: Monday to Friday

 Experience:

• Software testing experience (preferred)

• Support Call experience (preferred) or Customer Service experience

• Experience with mobile devices, sim cards, etc.

• Basic understanding of JavaScript web/app development (preferred)

 Work Location: Remote