Junior Technical Support Specialist

We're hard-working, enthusiastic and fun! Are you interested in a new challenge? Do you want to join a meaningful mission? If so read on!
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Salary: £18 - 28K
Location: Reigate 
Team: Support (Customer Experience)
Job Type: Full Time 
Direct Report: Support Manager
About Us 

Infinity is an advanced analytics and call tracking service. Since our launch in 2010, we’ve established ourselves as a market leader with an innovative and exciting product attracting a number of well-known brands.   

With annual revenues £7m+ and significantly growing, the firm is already hugely profitable with 800+ clients and employs 70+ people across London, Reigate, Baltimore & California USA and Spain. We see a huge potential in the cloud contact centre market and the convergence of the requirements of marketing, sales, service/support and operational teams.   

We are obsessed with cutting-edge technology and continuously finding ways to make our products even better. Success is part of our culture, we promote passion, team-working and fun! Our people share our company values (Impact, Working Smart and Daring/Fun/Positive Energy) which translates into our clients’ experience.

Profile of Role

We are looking for a Junior Technical Support Specialist to join us in our rapidly growing Company. This role will suit a customer focussed individual who has an interest in delivering an outstanding service to our clients. The day-to-day duties will include regular installation audits, answering and escalating incoming calls and cases for customers that have a technical requirement; all of which you will be provided thorough training and support on to help you to succeed and grow in this role.

The ideal candidate will be self-motivated, great with customers in building trusted relationships and eager to grow and develop within our Support Team and business. 

Our Support Team is also known as the breeding ground for our future talent for our business. If you are keen to go the extra mile and show your future potential, you can embark on a 18-24 month programme within our Support Team to progress into other roles within our business, such as a Solutions, Product or Development role. This role could be the perfect stepping stone to an exciting career ahead.

About You 

  • 2+ years of customer service experience in B2B software.
  • A valued team member who upholds Infinity values and professional integrity.
  • Proven experience in providing help desk support, customer service or account management.
  • Knowledge of most standard desktop software applications e.g. excel, word, outlook etc.
  • Experience with using Salesforce would be advantageous.

Knowledge, Skills & Experience 

  • Customer focused individual who is self-motivated
  • Ability to build strong trusted relationships
  • Time management and prioritisation skills
  • Ability to use own initiative and think ‘outside the box’
  • Excellent telephone manner, with strong written and oral communication skills

Key Responsibilities

  • Take full ownership of customers portfolios and have an in-depth knowledge of specific requirements to enable an accurate setup and configuration based on set objectives. Be accountable for all Support cases for your customers and be the first point of escalation should they require anything to be expedited.
  • Quickly identify when you have exceeded your Premium Support Representative remit and escalate to other appropriate teams, producing a detailed and structured handover. Interdepartmental communication needs to be clear, concise, with a professional and positive demeanor.
  • Manage your time efficiently and prioritise numerous, complex support queries in a high-pressure environment. As well as managing day to day general workload and other support queues in accordance with departmental SLA’s. Always ensure deadlines are met and use initiative, keeping the business vision at the forefront of your decisions.
  • Have broad commercial awareness and be mindful of the contract value for the customers you assist on a daily basis. Be responsible for the setup and accuracy of the billing for your accounts each month. 
  • Be confident on the phone and able to engage with senior contacts within the client accounts. Ability to handle complex and challenging conversations.
  • Be active in gaining constant positive feedback in forums, such as the Google Apps Gallery, maintaining the company’s high Net Promoter Score. One of the team’s USP is our “very helpful and efficient Support Team”. This is an expectation we continue to fulfill and exceed on a daily basis.
  • Keep all internal customer and document management systems up to date and ensure all daily activity is captured and recorded correctly, in-line with departmental processes. Suggest improvements where applicable and encourage a positive adoption of new processes to newer members of the team.
  • Maintain an advanced level understanding of the Infinity portal interface and front-end configuration and be able to demonstrate this to both internal colleagues and customers.
  • Carry out regular Portal audits for your portfolio of customers and report back to CSM’s where necessary. Document all updates and findings against each customer within Infinity’s internal systems.
  • Attend offsite face-to-face meetings where required to help assist CSM’s and take onboard any operational actions for the customer. Always ensure full and comprehensive notes have been taken and documented within Infinity internal systems.
  • Regularly assess key client information and keep up to date specifically in relation to the operation of the Portal. For example, any features, services or custom setup that we provide, that the business may need to be aware of, such as IVR’s, integrations, custom features etc.
  • Represent the department at all times both onsite and offsite. Attend social events and company functions at every possible opportunity. Aspire to maintain the professional, knowledgeable, helpful and approachable reputation of the department.
  • Provide additional ad hoc support to the Operations department as and when required, such as help writing training content, produce process documents etc.

Desirable Attributes 

  • Experience using Salesforce/Jira 
  • Experience with GoogleAnalytics/ SearchAds360 / GoogleDataStudio 
  • Experience with HTML/Javascript 


Benefits you will enjoy

  • 22 days holiday (increasing to 23 after 1 years’ service, and 24 after 2 years’ service)
  • Private family healthcare
  • Auto Enrolment pension savings
  • Life Assurance x 4 salary
  • Ride2Work Scheme
  • Business handset (If required)
  • Breakfast club
  • Flexible working
We usually respond within three days

Or, know someone who would be a perfect fit? Let them know!


RH2 9AQ Reigate Directions HR@infinity.co View page

The Perks!

  • Health & Family

    Private Healthcare, EAP, Life Assurance (4x Salary)

  • Learning & Development

    Full product training, general training and other L&D opportunities

  • Team Building

    Monthly or quarterly events, team trips, and Friday beers

  • Socials

    Summer and Christmas parties, and frequent gatherings

  • Free Refreshments

    Breakfast Club, fruit, snacks, and celebratory pizza deliveries

  • Communication

    Monthly company updates

Why work for us?

We have a welcoming culture which will make you feel at home from your first day. Your assigned buddy will be with you throughout your journey. Our vibe is fun mixed with passion and dedication, we truly are a work hard, play hard team.

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