Helpdesk & Product Support Specialist - Loop

Brighton and Hove

Closing date: 08/03/2018

Loop specialises in mobile first recruitment and engagement technology. Our award-winning platform allows corporations to hire and retain top talent using integrated SMS and web technologies. Since launching in 2012, we have powered large scale recruitment campaigns for global companies including Chrysler and Dolby. We provide our clients with a fast, efficient and cost effective communication tool, whilst guaranteeing an unrivalled user experience for candidates and employees.

Loop currently has offices in Brighton and Chicago. Our cloud based talent platform is integrated with over 800 mobile carriers worldwide and our technology has been proven to deliver optimised, enriched content to all types of device. Over a million candidate interactions are handled by our platform every month.

Job Description:

Loop is looking for an enthusiastic Helpdesk & Product Support Specialist to join our Brighton team. As a Helpdesk & Product Support Specialist you will work closely with the development, client and operations teams to support our clients and products through first line helpdesk support and the configuration of our solutions.

We want a committed individual; someone who is looking to progress their career with a fast-growing company; someone with a genuine interest in mobile first technology, who wants to be an invaluable part of our team.


  • First-line support / trouble-shooting for the Loop Product Suite
  • Resolve advanced or difficult issues
  • Answer technical questions, verify & resolve technical issues
  • Liaise with both clients and internal development teams to troubleshoot software, or system configuration problems and identify and provide solutions
  • Effectively document customer issues and update ticket tracking software
  • Provide user support and advice
  • Engage in hands-on configuration for the Loop Platform
  • Set up customer application instances after installation by the development team
  • Test products and services for customers and the development team to maintain quality and ensure the Loop product is highest quality
  • Get involved in the steam-lining and automation of support processes to provide a slick experience for our clients
Skills Range:
  • Degree or minimum 2 years’ commercial experience in supporting SaaS products and client teams, inclusive of working directly with external customers in a technical support environment
  • Good understanding of CRM and/or Recruiting applications would be advantageous
  • Good understanding of browser, plugin and computer settings that can affect web applications
  • Good working knowledge of Microsoft Windows, Mac OS X, Android & iOS
  • Experience with HTML, along with image editing/manipulation
  • Experience with Zendesk helpdesk system a plus
  • Strong problem-solving skills with the ability to identify and implement appropriate solutions
  • Proven ability to follow through, and take the initiative to own issues until resolution
  • Ability to prioritize and manage multiple tasks and projects concurrently to meet deadlines
  • Sound attention to detail, strong organization skills
  • Ability to translate “customer-speak” to “developer-speak”
  • Strong documentation skills
  • Ability to work across a team and provide input to build better products
  • Proven self-starter, capable of working in a fast-paced, start-up environment
Person Specification:
  • Keen and enthusiastic team player
  • Strives for continual improvement, both personally and professionally
  • Challenges sub-optimal approaches whilst understanding commercial priorities
  • Enquiring mind pays close attention to detail
  • Excellent communication skills
  • Has a passion and ability for learning new skills and technologies
Key Area: IT Support 15-1151.00IT Support
Salary: £20K-£22K
Attendance: Full-Time
Additional Information:

Loop is a young company growing at a rapid pace, offering plenty of opportunity for career advancement.


No agencies please.


No agencies please

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