Technical Support Specialist

Aareon is Europe’s established provider of SaaS solutions for the real estate industry and a pioneer of the sector’s digital future.
With its software solutions, Aareon connects people, processes, and properties—bringing the industry closer together. With the Aareon Property Management System, based on intelligent software solutions, the company enables the efficient management and maintenance of residential and commercial properties and creates digital experiences for all stakeholders.
As a reliable and innovative partner, Aareon is committed to progress, positive change, and sustainable living and working spaces for everyone.

We value a working environment in which diversity and flexibility are appreciated, cooperation in partnership and mutual support in the team are a matter of course and learning is perceived as an opportunity.

Become part of our international team! Become part of #OneAareon! We are looking forward to meeting YOU!

Manchester | Hybrid    •    £30,000-£35,000 per year    •    35 hours per week    •    Permanent, full-time

We're looking for a Technical Support Executive to join our Fixflo team in Manchester. Fixflo is Aareon's specialist property repairs and maintenance software, helping property professionals streamline repairs and maintenance and deliver a better experience for their customers.

This is more than a traditional customer service role. You'll combine excellent communication skills with technical curiosity, helping customers get the most from Fixflo while investigating and resolving technical issues.

Supporting customers ranging from SMBs through to Enterprise organisations, you'll become a trusted point of contact when they need help. You'll take ownership of queries, get to the root of problems and turn technical challenges into great customer experiences.

If you enjoy understanding how and why things work, solving problems and building strong customer relationships, this could be a great next step for you.

·        Troubleshoot customer issues and work towards clear, effective resolutions.

·        Be a first point of contact for inbound B2B technical support queries.

·        Raise and track bugs, keeping customers informed through to resolution.

·        Build strong relationships with customers and understand how they use Fixflo.

·        Become a product and industry expert, understanding the value Fixflo delivers for customers.

·        Proactively identify potential customer problems.

·        Represent the voice of the customer internally.

·        Work closely with our Product team on integrations, updates and product improvements.

·        Respond to customer and contractor feedback.

·        Maintain and improve our internal and customer-facing knowledge resources.

·        Bring ideas and creativity to continuously improve how we support and train our customers.

We're looking for someone who combines technical curiosity with great customer communication.

You'll be a great fit if you:

·        Have experience within technical support, software support, SaaS or a similar technology environment.

·        Enjoy investigating problems and getting to the root cause.

·        Are confident supporting customers over the phone, email and online meetings.

·        Can explain technical information clearly and simply.

·        Are driven, self-motivated and comfortable taking ownership.

·        Thrive in a busy environment and can organise and prioritise your workload.

·        Are a creative problem-solver who uses initiative and brings new ideas.

·        Have excellent written and verbal communication skills.

·        Enjoy collaborating with others to achieve great results.

Experience or an interest in any of the following would be an advantage:

·        SaaS / technology

·        PropTech

·        B2B technical or software support

·        Software integrations

·        Bug identification and escalation

·        Customer knowledge bases or help centres

You don't need to tick every box. If you have a strong technical or IT support background and can combine that with brilliant customer communication, we'd still love to hear from you.

Alongside a £30,000-£35,000 salary and hybrid working, Aareon UK offers a great range of benefits, including:

·        5% matched pension

·        Private medical insurance after probation

·        Life assurance at 4x salary

·        £26 monthly broadband allowance

·        2 paid volunteering days each year

·        Enhanced parental leave

·        Option to buy or sell annual leave

·        Cycle to Work and car salary sacrifice schemes

We're committed to creating an inclusive workplace where everyone has the opportunity to thrive.

Aareon values diversity and welcomes applications from people with different backgrounds, experiences and perspectives. If you require reasonable adjustments during the recruitment process, please let us know so we can support you.

If you enjoy solving problems, working with technology and turning technical challenges into great customer experiences, we'd love to hear from you.