Technical Support Engineer (UK Company - Remote)

About Us

Pass the Keys is a leading tech-enabled short let management platform. Over the past 6 years we have hosted 65k+ stays and have some of the highest customer ratings in our industry. We are Professional Co-Hosts for Airbnb operating in over 65 locations across the UK and expanding rapidly through franchising.

Our vision is to become the biggest short let management company in the world by creating unparalleled opportunities for entrepreneurs, hosts and guests. Though focusing on the UK market, we have recently expanded our offering to Spain.

Technical Support Engineer responsibilities include:

Taking ownership of customer issues reported, and seeing problems through to resolution
Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams


Job brief

We are looking for a Technical Support Engineer to provide enterprise-level assistance to our internal staff and franchise partners. You will diagnose and troubleshoot issues our users encounter with our internally developed software as well as third party SaaS applications used within the business.

You will use email and chat applications to give clients answers to issues. For problems you believe are bugs with the software you will write up a ticket for one of the Development team to investigate and/or fix.

If you’re naturally a helper, enjoy assisting people with software related issues and are able to explain technical details simply, we’d like to meet you.

Ultimately, you will be a person our partners trust. They will rely on you to provide timely and accurate solutions to their technical problems.


Responsibilities

Research and identify solutions to software issues.
Diagnose and troubleshoot technical issues.
Ask customers targeted questions to quickly understand the root of the problem
Track issues through to resolution, within agreed time limits
Talk clients through a series of actions, via our customer support system, until they’ve solved a technical issue
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate technical solutions
Ensure all issues are properly logged
Prioritise and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Communicate with clients in a professional and friendly manner


Requirements and skills

Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
Hands-on experience with Windows/Linux/Mac OS environments
Good understanding of computer systems, mobile devices and other tech products
Ability to diagnose and troubleshoot basic technical issues
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
You will be required to work from 8am to 3pm UK time (Incl. 1 hour for lunch) so you overlap with the Tech Upgrade to see actual infopensation: $3.50 to $6.00 per hour depending upon experience
Days per week: 5
Hours per day: 6
Training period: 2 - 4 weeks
Probationary period: 3 months


Please send your application through Onlinejobs together with a link for your resume and include the word “keys” in your email subject.
We will be reviewing your application and will reach out to you if you are considered for the role.