Application Support Technician

** This role is initially a 6-month fixed-term contract, with the scope to transition to permanent employment.**

Hybrid Working - 2 days per week in Milton Keynes (Mon & Tues)

About our Client

Our client is a UK-based franchise business that specialises in the Sports & Fitness sectors. They are the master franchise for over 70 different fitness brands globally, providing everything from tools and resources to expert guidance to help entrepreneurs build thriving fitness businesses.

One of the standout franchisees in our client’s network is a gym group with a £30M turnover, operating 80 clubs across the UK and Europe. This thriving business serves a community of over 100,000 members, demonstrating the scale and success achievable within our Clients franchise model.

About this role

Our client has recently made a significant investment in rolling out a software platform designed specifically for fitness franchises. The platform is an all-in-one solution that streamlines the management of fitness clubs.

The product enables seamless member management with features like automated communication, membership tracking, and class booking. Additionally, it includes robust analytics and reporting tools, helping fitness businesses make data-driven decisions to optimise performance. By integrating this platform, our client ensures that their franchisees have everything they need to deliver exceptional customer experiences while driving growth and profitability.

Our client has identified the need for an in-house Technical Support Specialist to provide dedicated support for their newly implemented software platform. In this standalone role, you’ll work closely with the software vendor to resolve issues and manage tickets raised by franchisees, ensuring smooth day-to-day operations across their network.

This is an excellent opportunity for a Technical Support Specialist with a background in software businesses, who excels at customer communication and problem-solving. If you thrive in a dynamic environment and enjoy being the go-to person for technical solutions, this role could be the perfect fit.

Day to day responsibilities

• Manage and resolve tickets raised by franchisees via Zendesk, as well as escalating directly to the vendor
• Work directly with the software vendor for change-requests and development needs
• Create and maintain user guides, FAQs, and training materials alongside the L&D Manager for franchisees.
• Conduct ad-hoc training sessions to help franchisees get the most out of the system
• Provide system monitoring using performance tools to proactively identify system issues
• Communicate software updates or changes to franchisees, ensuring minimal disruption to operations.
• Gather feedback from franchisees about the software’s usability and functionality.
• Monitor ticket volumes, resolution times, and recurring issues.
• Query databases using SQL to address data-related issues, such as member information of transaction errors
• Help resolve integration challenges using API’s (payment system errors etc)

What are we looking for?

• Experienced in diagnosing and troubleshooting software issues, particularly within SaaS environments
• First-class communicator with strong experience working with customers and vendors
• Tech-savvy problem solver with the ability to work in a standalone role
• Exposure to database querying using SQL

What’s in it for you?

Our client offers a relaxed company culture, where the team are given the flexibility to work the hours that suit them - no micromanagement here whatsoever. Just a team of dedicated individuals who work hard and enjoy what they do. They provide hybrid working, with Mondays and Tuesdays spent in their Milton Keynes office, which boasts excellent amenities and great lunch spots where the team gathers weekly for catch-ups. This is a fantastic opportunity to join a business with strong financial stability.