[Hiring] Technical Support Associate @ReadyOn

Role Description

We are looking for a Technical Support Associate to join our Support team and help us build a support function that can scale alongside ReadyOn’s growth. This is an entry-level role, but it is not a passive one. We are looking for someone who cares deeply about clients, teammates, and the quality of the work they leave behind.

• You will help enterprise clients, including operations managers, HR leaders, and workforce planners who rely on ReadyOn every day, by responding to support tickets, investigating issues, asking the right questions, documenting your findings, and escalating when needed.
• Help the Head of Global Support and the wider team improve how we work by spotting gaps, suggesting better processes, and helping us build a stronger, more reliable support operation.
• Opportunity to take ownership, make improvements, grow quickly, and help shape how Support operates at ReadyOn.

Key Responsibilities

• Investigate reported issues by gathering the right information, checking available tools, and following troubleshooting steps across scheduling, shift management, workforce configuration, and integrations.
• Ask clear follow-up questions when more information is needed from the client.
• Document findings, actions taken, and next steps clearly within support tickets.
• Escalate complex or technical issues to senior Support team members, Engineering, Product, or other internal stakeholders when required, with the right context and urgency.
• Keep clients updated with care, clarity, and empathy throughout the resolution process.
• Follow internal support processes, macros, and escalation guidelines, while helping improve them when something is not working.
• Identify recurring issues, process gaps, or patterns in client requests and surface them to the team.
• Contribute to internal documentation by adding learnings, improving existing content, and making information easier for others to use.
• Collaborate with Engineering, Product, Customer Success and all other internal teams to help resolve client issues and improve the overall client experience.
• Support the Head of Global Support in building a scalable, reliable, and high-quality Support function.
• Take ownership of your work and help leave tickets, processes, documentation, and team workflows better than you found them.

Qualifications

• Strong written English communication skills.
• A genuine interest in technology, troubleshooting, and customer support.
• A client-first mindset and a real desire to help people.
• Someone who cares about the team, not just their own queue.
• Incredible attention to detail and ability to follow processes carefully.
• Ability to stay calm, professional, and organised when handling client issues.
• Curiosity and willingness to learn new tools, systems, and technical concepts, including workforce management software and enterprise platform configurations.
• Good problem-solving skills and the instinct to ask why when something does not work as expected.
• Comfort working remotely and communicating with a distributed team.
• Ability to manage time effectively and take ownership of assigned work.
• A proactive mindset, with the confidence to suggest improvements when something could be done better.
• Comfort with a startup environment where priorities can shift and not everything is perfectly defined yet.
• Previous experience in customer support, technical support, BPO, SaaS, or helpdesk environments is helpful, but not required.

Nice to Have

• Experience using Zendesk.
• Basic understanding of SaaS products, web applications, or mobile applications.
• Experience using session replay tools like FullStory to investigate client issues.
• Experience reading and interpreting logs to reproduce and diagnose issues.
• Familiarity with Slack, Google Workspace, or internal documentation tools.
• Experience working with international clients or remote teams.
• Experience contributing to documentation, process improvements, or internal knowledge bases.

Working Style

• You are reliable and responsive.
• You communicate clearly and professionally.
• You care about giving clients an amazing experience.
• You are not afraid to ask questions when something is unclear.
• You take ownership instead of waiting for everything to be handed to you.
• You are comfortable following a process, but you are also willing to improve it when it no longer works.
• You look for ways to make things easier, clearer, and better for the next person.
• You take feedback well and use it to improve.
• You understand that in a startup, building the function is part of the job.
• You want to grow with the team and help create something strong, not just work through tickets.

What Success Looks Like

• Clients receive clear, helpful, and empathetic responses.
• Tickets are handled with care, accuracy, and strong documentation.
• Issues are escalated properly, with the right context and urgency.
• Internal processes are followed consistently and improved when needed.
• Documentation becomes clearer because of your contributions.
• Recurring issues and process gaps are surfaced to the team.
• You build trust with clients, teammates, and internal stakeholders.
• You become a dependable member of the Support team.
• You help the Head of Global Support build a support function that can scale.

Benefits

• Vacation leave of 15 days per year, available after 6 months.
• Sick leave of 5 days per year, available after 6 months.
• IC of the Month recognition, awarded each month to the 3 team members who most distinguished themselves through their work, attitude, and contribution to the team.
• Dedicated coaching and mentoring from the Head of Global Support, with regular 1:1s focused on your development, not just your ticket queue.
• A clear path to grow within the Support function as ReadyOn scales.