About

Who are Eque2?

Eque2 is one of the most innovative providers of construction specific software solutions to the UK and Irish marketplace, leading the way in delivering specialist software and services across multiple sectors and industries, Eque2 has developed industry leading applications across estimating, job costing and service & maintenance, bringing value to every business and user we work with.

Eque2 has also built a reputation for professional, on-time and on-budget deployments, excelling in outstanding Account Management and excellent Support services process.

We are also proud to announce that we've earned the "Great Place to Work" certification for two consecutive periods: April 2023 to April 2024, and May 2024 to May 2025, with numerous employee benefits, and personal development opportunities.

Role Summary

We are looking for a motivated Technical Support Specialist, to join our growing technical Support team within Eque2.

As an Eque2 Technical Support Specialist you will provide telephone and email Technical Support to Eque2 Customers and Business Partners for our Small to Medium Business products. This is a varied and challenging role working within a team based in our Newburn (Newcastle) Office on a hybrid basis after passing the probation period.

Please note: This role provides technical support to Eque2 customers and is not an IT infrastructure/Engineer role.

Please refrain from applying if you are seeking a Skilled Worker Visa, as we are unable to accommodate this request at present.

Customer Support Operations

• Provide prompt and courteous assistance to customers via various channels such as phone, email, or ticketing system.
• Diagnose and resolve software issues reported by customers by gathering relevant information, asking probing questions, and utilising troubleshooting techniques.
• Log customer support requests in a ticketing system, ensuring accurate and up-to-date information is recorded. Prioritise and manage your own outstanding ticket queue.
• Support configuration, and usage of software products, addressing questions and clarifying procedures.
• Document and report software defects or inconsistencies to the appropriate development teams, providing detailed steps to reproduce the issues and update customers accordingly.
• Identify and raise complex or critical issues to management, senior support or developers, ensuring timely and effective resolution.
• Specific tasks as requested by Line Manager
• Troubleshoot, diagnose and resolve software issues reported by customers.
• Gather all relevant information required to fully understand a reported issue. This can include live video calls with the end user(s).
• Logging customer Support Requests in our ITSM Ticketing system; ensuring accurate and up-to-date information is recorded.
• Replicate, test and report software defects or inconsistencies to the appropriate Engineering team; providing detailed steps to reproduce the issue.
• Ensure Service Level Agreements (SLAs) and key performance indicators (KPIs) are met or exceeded.
• Identify and escalate complex and/or critical issues to higher-level Support/Engineering teams, ensuring timely and effective resolution.
• Aiding the leadership team or other internal teams when required to do so, to meet the needs of the business.

Customer Experience

• Consistently strive to deliver first class Customer Service.
• Document useful notes around fixes/system information that can be included in our internal Knowledge Base, to aid the team.
• Bring your ideas forward around initiatives that improve customer satisfaction and loyalty.

Cross-Functional Collaboration

• Work closely with Product, Engineering and any other internal Eque2 team, where required to resolve a Support Request.
• Work closely with Product around the existing customer base and any requirements within the solution.
• Champion the voice of the customer with regards to new features in the application, to ensure customer requirements are captured for development.
• Liaise with third parties and our partners, where required to resolve a Support Request.
• Follow all team and department policies and procedures.

Qualifications, skills and Experience

• Essential skills and experience
• Minimum 2 years’ experience within a similar Technical Support role.
• Excellent communication skills – concise and effective in both written and verbal formats; adept at tailoring information for technical and non-technical audiences.
• Strong analytical skills with the ability to troubleshoot effectively.
• A high degree of self-motivation.
• Ability to work in a fast-paced environment; manage shifting priorities and implement changes quickly.
• A strong Customer Service ethic with a drive to constantly improve the customer experience.
• Experience using ITSM ticketing systems (e.g. Halo; Zendesk; ServiceNow).
• Experience supporting complex software products.
• Ability to manage and prioritise workload and demonstrate a proactive approach.
• A proven team player who builds strong relationships with teammates and rapport with aligned teams.
• An understanding of accounting fundamentals and principles, and business reporting requirements.

Essential core technical skills

• Experience using and Supporting Eque2 Housebuilding solution.
• Experience using remote access tools.
• Broad understanding of I.T environments, operating systems, networking, or relevant technical areas within the organisations domain.
• Proficient in Microsoft 365 apps.

Advantageous Skills

• Sage 50 Accounts knowledge (50/200/Intacct) or similar.
• SQL/MySQL experience
• Knowledge of the construction industry.
• Experience working within a SaaS environment.
• Experience in a fast growing, preferably PE backed software business with turnover between £15m and £50m.

Location

Newcastle - Monday to Friday whilst on probation.

Benefits

• 25 days holidays and an additional day for your birthday off
• 2 paid Volunteer days
• Generous Pension
• Enhanced Maternity Pay
• Enhance Paternity Pay
• Electric Vehicle Scheme
• Cycle to Work scheme
• Perk box – includes a wide range of incentives such as gym memberships and free online workout classes
• Healthcare plan
• Employee Assistance Programme (EAP)
• Life cover

Job Types: Full-time, Permanent

Education:

• A-Level or equivalent (preferred)

Experience:

• Technical support : 2 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person

Application deadline: 08/06/2025