Technical Support Specialist

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...