Customer Service Advisor - Technical Support
Employer: Ventrica
Location: Remote
Temporary: this role is a 6 month fixed term contract
Working hours: Part time – 22 Hours per week
Salary: £12.71 per hour
Closing date: 05/05/2026
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We are looking for a Software Customer Support Analyst to join our team here at Ventrica. In this role, you will serve as the first point of contact for troubleshooting and resolving technical issues related to software products. You'll work closely with end users, technical teams, and stakeholders to ensure smooth software functionality and excellent user experiences whilst demonstrating excellent customer service.
You will be joining a team that leads the property technology industry, supporting millions of users in discovering, buying, selling, and renting homes. Together, the focus is on making moving simpler, more transparent, and stress-free through innovative software and exceptional service.
Please note, this role is a 6 month fixed term contract.
What you will be responsible for:
Technical Support
Respond to support requests via email, phone, or ticketing system, ensuring timely resolution of issues.
Diagnose, troubleshoot, and resolve technical software issues related to Alto Software Groups applications and platforms.
Escalate complex cases to the relevant technical teams when necessary, ensuring all details are documented.
Customer Engagement
Provide clear, step-by-step guidance to non-technical users.
Build strong customer relationships through effective communication and a proactive approach to resolving issues.
Collect and analyse user feedback to suggest improvements in software features.
Prioritise based on internal Service Level Agreement and KPIs
Software Monitoring
Monitor system performance and report anomalies or outages to the appropriate teams.
Contribute to the development of FAQs, knowledge bases and user guides
Collaboration
Work with cross-functional teams (engineering, product, customer service) to improve system performance and usability.
Participate in regular training and keep updated on new software features and system updates
Continuous Improvement
Identify patterns in recurring issues and collaborate on permanent fixes.
Contribute to team projects aimed at improving support efficiency.
Adhere to GDPR and other relevant legislation and guidelines
What you will bring to the table:
Technical Proficiency:
Familiarity with web-based software, CRM systems, and ticketing platforms (e.g., Zendesk, Jira, Google Suite and Micrsoft Office).
Basic understanding of APIs, databases and software integrations is advantageous.
Communication:
Excellent verbal and written communication skills with the ability to simplify technical concepts.
Customer-focused mindset with a friendly and professional demeanour.
Problem-Solving:
Strong analytical and troubleshooting skills.
Ability to manage and prioritize multiple tasks effectively.
Previous Experience:
Desirable;
experience in a software support or similar technical role (1-2 years minimum preferred).
Previous experience in real estate, SaaS, or property technology sectors is a plus.
Experience with HTML coding is a plus
A degree in Computer Science, IT, or a related field
Working Hours and Location:
Part time – 22 Hours per week
09:00-15:00 Wednesday & 09:00-17:30 Thursday & Friday
You will be required to work the first Monday on the week that you start, 09:00-17:30 for an induction
Fully remote, UK based only
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