Technical Support Advisor
Join Resident at an exciting time in our journey. We're looking for a technically confident, curious and client-focused individual to join our Technical Support team.
Built from real block management experience
Founded from practical block management experience. Today, an award-winning UK software company.
An entirely new platform is comingFounded in 2014 from practical block management experience, Resident is an award-winning UK software company helping property managing agents simplify block management, accounting, compliance and communication.
We're preparing to introduce a completely rebuilt version of Resident. This isn't simply a new interface or visual redesign. It's an entirely new platform that will transform how our clients work and how we support them.
You'll join us at a significant point in our development, learning the new system alongside the wider team and helping us continue to deliver dependable, knowledgeable and personable support.
If you enjoy investigating problems, understanding how software works and helping people find solutions, we'd love to hear from you.
Be the first point of contact
As a Technical Support Advisor, you'll be one of the first points of contact for our clients, helping them navigate questions, investigate issues and make the most of our software.
You'll take ownership of support tickets, investigate reported behaviour and determine whether an issue relates to user understanding, configuration or the software itself.
Some questions will have straightforward answers. Others will require investigation, testing and collaboration with colleagues across the business.
What matters most is your ability to approach problems methodically, communicate clearly and take responsibility for seeing things through.
What you'll be doing
Managing and responding to client queries through our Freshdesk ticketing system.
Investigating software issues, reproducing reported behaviour and identifying likely causes.
Providing clear, accurate and friendly guidance to clients with varying levels of technical confidence.
Resolving first-line queries and escalating more complex issues with detailed evidence and replication steps.
Taking ownership of tickets, keeping clients informed and ensuring queries progress towards a meaningful outcome.
Developing an in-depth understanding of Resident as our platform continues to evolve.
Creating and improving Knowledge Base articles, FAQs and video tutorials for clients.
Identifying recurring support themes and sharing feedback with our Client Experience, Product and Development teams.
Contributing to software testing, release readiness and improvements to our support processes.
Supporting occasional administrative, research and wider client experience projects.
A technical mind with a human touch
This is a technical role within a software company. We'll provide full training on Resident and the block management industry, but we're looking for someone who already has strong technical aptitude and genuinely enjoys investigating how software works.
Ideally, you'll bring:
- Proven experience in software support, application support, technical customer service or a similar role involving software investigation.
- Strong technical problem-solving skills and the confidence to explore systems, test scenarios and investigate unexpected behaviour.
- Excellent written communication skills, with the ability to explain technical information clearly and naturally.
- A curious, methodical approach and a genuine interest in getting to the root of problems.
- Strong organisational skills and the ability to manage multiple live queries while maintaining accurate records.
- Confidence learning new software independently and adapting to changing products and processes.
- A calm, patient and personable approach to supporting clients.
- The self-motivation and accountability needed to work effectively in a fully remote environment.
- A collaborative mindset and the confidence to recognise when wider technical input is needed.
- Confidence presenting on camera when necessary and recording clear, engaging software tutorials and walkthroughs.
More than closing tickets
For us, great technical support isn't simply about closing tickets. It's about making sure:
Clients feel supported
Your communication is warm, clear and reassuring, even when further investigation is required.
Issues are well owned
Tickets progress promptly, updates are consistent and nothing quietly falls between teams.
Escalations add value
Technical colleagues receive the evidence and context needed to investigate effectively.
Knowledge keeps growing
You turn recurring questions and new learning into useful resources for clients and colleagues.
Everything you need to know
Occasional in-person team training or company days may be required.
Ready to join us?
If you're technically minded, enjoy solving problems and want to join a software company at an exciting point in its development, we'd love to hear from you.
craig@resident.uk.comResident Property Software Ltd is committed to creating an inclusive working environment. We welcome applications from people of all backgrounds and assess candidates on their skills, experience and potential.
✓ Requirement: authorised to work in the United Kingdom