Technical Support Agent, Forward Partners

• A good degree in a numerate or semi-numerate field, such as Engineering, Physics, Mathematics or Computer Science OR equivalent work experience
• 2+ years of working knowledge, ideally including: Office 365 & Outlook (Microsoft 365), Azure AD and Active Directory On-Premises, Understanding firewalls, networking, and whitelisting issues, Microsoft Defender, Sentinel, Intune, and other Microsoft security solutions, Logging platforms and systems, including experience with SIEMs and the Syslog format
• 2+ years of 1st line customer support experience
• Strong technical aptitude
• Experience in Jira or another customer relationship management system (CRM) is a plus
• Must be able to work independently while actively supporting a strong team environment
• Excellent interpersonal skills
• Fluency in English is required. Arabic language skills are desirable
• Excellent written and oral communication skills
• Energized by the challenge of identifying new opportunities and ensuring a smooth and seamless experience for customers

• You will play a key role in ensuring the seamless technical implementation, and smooth running of the OutThink solution for all our customers
• This will be a customer-facing technical role, with most of the work consisting of reactive actions, including participating in daily check-ins, dealing with, and resolving issues relating to the OutThink platform, ensuring that incidents are resolved efficiently in line with approved SLAs, and providing technical and process guidance to our customers
• Provide exceptional technical support to all OutThink customers and OutThink staff
• Maintain a professional friendly approach
• Listen to customers’ needs and take appropriate measures to assist them
• Provide remote technical and application support
• Attend occasional on-site visits to UAE and other Middle East-based customers to help nurture relationships and where required, to directly diagnose issues
• Actively assist OutThink’s Customer Success Team
• Field customer interactions via phone and email
• Onboard and implement new customers
• Create and manage issues in Jira
• Maintain thorough technical documentation and share knowledge through internal knowledge base articles
• Ensure Service Level Agreements are being met
• Work closely with Engineering to ensure issues, suggestions and technical problems are resolved appropriately and in a timely manner
• Continue to research and learn technical solutions, topics and trends to keep your technical skills sharp
• Manage multiple technical support requests, prioritizing where necessary to ensure customer needs are being met
• Maintain a professional demeanor under pressure

• Flexible home and office working
• Company bonus scheme
• Top of the line hardware (Macbook, Magic Mouse, Magic Keyboard and anything else you need) or PC equivalent
• 25 days of holiday per year (of which 2 can be duvet days) plus bank holidays. 1 extra day awarded per calendar year served
• 4 mental health days annually
• 2 weeks ‘work from anywhere after 1 year of service
• AXA private medical insurance (for you and your partner or family)
• £300 (pro-rata) annual L&D budget to spend via Sunlight (+ additional budget at your manager’s discretion)
• Bonusly recognition platform (accrue points for good work, to redeem against gift vouchers etc)
• Monthly team lunches, as well as free office breakfast, snacks and drinks (whenever you’re in the office)
• Cycle to work scheme
• Travelcard loan
• Paid parental leave
• Company swag!

Forward Partners is a Venture Capital firm focused on Applied AI, Marketplaces and eCommerce, with around 40 active portfolio companies. The firm brings startups into their Hoxton studio. Here, they have helped to build some of the UK's most exciting fast-growth tech companies by investing capital, craft and capability from day zero through Series A.