Technical Support Specialist
OneFile, a Harris Computer company, is currently recruiting for a Technical Support Specialist on a permanent, hybrid-working basis.
The Technical Support Specialist is responsible for providing high-quality technical support to customers across Onefile’s product suite. The role involves assessing and documenting clients’ current and future state requirements to ensure solutions are aligned to both immediate needs and long-term objectives. The Technical Support Specialist contributes to the definition, implementation, and continuous improvement of support and service processes to enable efficient ticket resolution, with a strong focus on customer satisfaction, retention, and advocacy. Working closely with the Head of Technical Projects, the role also supports pre-sales activities, assists with data migration, and contributes to post-sale customer transformation initiatives. This is an excellent opportunity for someone with strong customer service skills who is keen to develop technical expertise within a collaborative and fast-paced environment.
This is a hybrid role, therefore, requires a mixture of working from home, client sites and the Manchester office.
Key Responsibilities:
Customer Support
Ensure customers are receiving value for their support services.
Resolving customer service-related issues and contribute towards improving overall customer service.
Understand provisions of support contracts and communicate to customers as needed thereby contributing towards monthly revenue targets.
Act as a point of escalation for customer issues, liaising with senior colleagues as required.
Assist with organising and executing User Group meetings.
Capture customer feedback to improve services and products.
Development and maintenance of appropriate metrics.
Support operational performance improvements to reduce customer call volume and software deficiency items.
Pre-Sales Support
Assist the Head of Technical Projects in designing technically sound and scalable solutions for prospective customers.
Support the delivery of tailored product demonstrations, including technical walkthroughs.
Contribute to proposals and Statements of Work (SoWs) with input on data extraction, migration, configuration, and integration.
Implementation & Data Migration
Assist with data migration planning, mapping, and execution under the guidance of the Head of Technical Projects.
Support data extraction projects using automation tools where possible.
Assist with testing and troubleshooting SQL scripts for data transformation and migration.
Post-Sale Transformation & Consultancy
Support the delivery of tailored workshops to assist with digital adoption, workflow optimisation, and reporting.
Assist customers through system configuration aligned with internal processes.
Help identify underutilised features and recommend strategies to increase ROI and adoption.
General
Regular process review to improve efficiencies wherever possible.
Travel on occasion, primarily Customer Visits, User Group Meetings and/or Customer Conferences.
Focus on the overall value of customer relationships, including reference-ability.
Requirements:
Education in Business Administration, Information Technology, or related field.
2+ years of experience in a Customer Support or Technical Support role.
Strong problem-solving and decision-making skills.
Excellent communication skills (written and verbal).
Ability to handle multiple tasks simultaneously.
Basic understanding of SQL, Python, PowerBI and data migration concepts (desirable).
A passion for helping customers get the most from technology.
About Onefile
Onefile is the leading learner management platform and pioneer of the first Eportfolio software.
Onefile’s platform streamlines workflows, unlocks funding and enables education and training providers to achieve higher learner success rates, at pace and at scale.
With award winning software and outstanding service, Onefile is trusted by over 650+ public and private organisations to support a wide range of qualification programs, such as apprenticeships, and has helped over 2.3m educators and learners achieve their goals.
20 years leading the industry
Queen’s Award for Innovation
Customer Service Excellence Awards
Accredited security
Benefits
Harris offers an extremely competitive UK employee benefits programme. 5 Personal Days leave entitlement are granted over and above the standard 25 days holiday and bank holidays. Harris also offers all UK employees an annual Lifestyle Reward of £325. Other benefits included such as Private Medical, Death in Service, Discounts etc.
Supporting Your Application
Our recruitment process will comprise of an interview with the lead recruiter followed by a take home test. As an equal opportunities employer, we want to make sure we do all we can to make this a positive experience for you. When applying, please make us aware of any adjustments or additional support we can provide you with before or on the day of an interview.
