Customer Support - Technical Support Specialist

About Aareon

Aareon is Europe's established provider of SaaS solutions for the real estate industry and a pioneer of the sector's digital future. With its software solutions, Aareon connects people, processes, and properties-bringing the industry closer together. With the Aareon Property Management System, based on intelligent software solutions, the company enables the efficient management and maintenance of residential and commercial properties and creates digital experiences for all stakeholders. Aareon is committed to progress, positive change, and sustainable living and working spaces for everyone.

About the Role

As a Technical Support Specialist within our Customer Support team, you will play a key role in helping our clients get the most out of our property management software. You will deliver exceptional service across multiple channels by resolving technical queries, providing product guidance, and ensuring every customer interaction adds real value. This role requires troubleshooting skills, clear communication, and a passion for creating great customer experiences. You will also work across multiple internal systems and processes during transitions, maintaining service standards, managing expectations, and keeping stakeholders informed.

Salary: £35,000 - £40,000 per year (depending on experience)
Work Location: Hybrid Manchester
Hours per week: 35
Contract Type: Permanent, full-time

What You'll Do

• Deliver timely, high quality support to customers at all levels, from first time users to experienced property professionals, across phone, email, chat, and our ticketing platform.
• Take ownership of customer issues from initial contact through to resolution, ensuring updates are clear, proactive, and consistent throughout.
• Accurately log, prioritise, and classify customer queries based on impact and urgency to ensure effective triage and timely resolution.
• Resolve common and repeatable customer issues independently using documented processes, troubleshooting guides, and internal knowledge resources.
• Provide in depth technical first line support by identifying software bugs, configuration issues, and potential widespread or systemic problems.
• Escalate complex or unresolved issues with clear documentation and context to ensure smooth handovers and effective collaboration with internal teams.
• Collaborate closely with Product and Development teams to support the investigation and resolution of customer impacting issues while managing expectations and communication.
• Maintain and contribute to internal and external knowledge base articles, ensuring documentation remains accurate, relevant, and up to date.
• Translate complex or technical topics into clear, actionable guidance tailored to the customer's level of technical understanding.
• Help customers get the most from the platform by sharing best practices, tips, and feature guidance aligned to their needs.
• Manage the customer experience during system or process changes to ensure there is no drop in service quality, response times, or customer confidence.
• Work towards defined quality, productivity, and customer satisfaction targets in a fast paced, high volume support environment.
• Stay up to date with product developments, new feature releases, and wider property technology trends.

What You'll Bring

• Experience in a customer facing or technical support environment, with the ability to manage multiple cases concurrently and effectively.
• Strong problem solving and analytical skills, with a structured approach to diagnosing and resolving technical issues.
• Confidence in navigating multiple systems and adapting quickly to new tools or processes, particularly during periods of change.
• A customer first mindset, with the ability to remain calm, empathetic, and professional when handling challenging situations.
• Excellent written and verbal communication skills, with the ability to tailor messaging to different audiences and technical abilities.
• Strong organisational and time management skills, ensuring follow through and accountability on every case.
• A willingness to embrace and adapt to the use of AI tools to improve efficiency, enhance internal workflows, and better support customers.
• A collaborative approach, actively sharing knowledge and supporting colleagues to improve consistency and team performance.
• Comfort working in a structured support environment by following documented processes while also identifying opportunities for improvement.
• Experience working with SaaS platforms, ticketing systems, or property related technology is highly beneficial.
• Familiarity with financial or accounting workflows within the property industry is advantageous, though not essential.

Why Join Us

• Hybrid working model that combines flexibility to work from home with two in office days per week at our Manchester based office.
• Exposure to modern tools, evolving systems, and AI driven ways of working.
• Opportunities to develop technical depth while having meaningful customer impact.
• An innovative SaaS business shaping the future of property technology, with a supportive and customer focused team.