SMARTester Customer Support Advisor

May 1, 2024

This is a fantastic opportunity to join a growing and exciting business with an excellent reputation in their field.

Steve Vick International (SVI) is dedicated to delivering cost-saving solutions for damaged, redundant, or outdated underground pipework. Since its foundation in 1981, SVI has been at the forefront in developing products and techniques for the repair, renovation and decommissioning of pipes. Predominantly our work has been in the gas industry but increasingly we are undertaking projects in the water and nuclear sectors.   As we expand our operations and diversify our products, this position will support the ongoing development of our innovative wireless pressure testing system.

Role:                                                   SMARTester Customer Support Advisor
Department:                                   SMARTester
Reporting to:                                  SMARTester Customer Success Manager
Works with:                                    Cross-collaboration across the wider SMARTester team
Job Type:                                          Permanent, Full time, Monday to Friday, 08:30 – 17:00, 37.5 hours per week
Salary:                                                DOE
Location:                                           Bradford on Avon (Avonworks office)

In the role of SMARTester Customer Support Advisor, you will represent the company by working on the support desk to offer 1st and 2nd line support to our customers across a range of platforms.

We are looking for an individual who is skilled at building up strong and positive relationships, has excellent organisational skills and the ability to always deliver a positive customer experience at every touch point.

Offering the right individual the chance to join an established but growing team, the successful candidate will develop a rounded view of the SMARTester product family with an excellent opportunity to develop their career with an innovative and developing product.

If you are interested in technology, enjoy helping others, love learning new things, and will thrive in a dynamic, customer-focussed environment then we invite you to apply for this key role in the SMARTester Support team.

Success Factors

  • You will be responsible for providing exceptional support and guidance to the end users of the SMARTester system.
  • You will serve as the first point of contact for clients seeking assistance with hardware and software issues, troubleshooting technical issues, and ensuring smooth operations of the product.
  • You will have the patience to handle conversations effectively irrespective of the customer’s skill level and be able to communicate a wide range of information clearly and effectively and convey technical concepts to non-technical users.
  • The ideal candidate will possess strong communication skills, technical proficiency, and a passion for delivering an excellent front-line customer service provision.


Competencies, Skills and Knowledge

  • Strong ICT skills are an essential requirement for the role
  • You must demonstrate excellent verbal and written communication skills, together with active listening skills
  • You can think logically and pragmatically to diagnose and resolve reported issues
  • You have great people skills and will thrive in a close-knit team environment
  • You will be able to work both independently and collaboratively in a fast-paced, dynamic environment
  • You can demonstrate previous experience in a technical support role or front-line customer service provision
  • Being familiar with ticketing/CRM systems (e.g. Jira) is an advantage but not an essential requirement

Key Duties/Responsibilities

  • Technical Support
    • Provide timely and effective support to customers via 1st and 2nd line support via email, telephone, Jira Service Desk software and more
    • Assist with software setup, configuration, and troubleshooting
  • Issue Resolution
    • Diagnose and resolve technical issues reported by customers, escalating complex problems to appropriate internal teams when necessary, and ensuring timely resolution in line with deadlines outlined in the Service Level Agreements
  • Customer Communication
    • Communicate with customers in a clear and professional manner
    • Keep customers informed of the status of their support tickets and providing updates on issue resolution progress
    • Identify opportunities to engage with end users to provide guidance on features, functionality, and best practices to optimise their experience
  • Documentation and Reporting
    • Create and maintain support desk ticket records, ensuring accurate data collection for future reference and analysis
    • Support the team in the creation and maintenance of relevant documentation and reports to help continually improve the customer experience
    • Pass customer feedback onto the wider team to support product development
  • Product Knowledge
    • Develop and maintain a good understanding of the SMARTester system, staying update to date with ongoing development and best practices for bringing support tickets to resolution

What we can offer:

A competitive salary, 25 days holiday plus bank holidays with an incremental holiday package, workplace pension scheme with matched contributions up to 7.5%, income protection, life assurance, Employee Assistance Programme, Charitable Giving scheme, cycle to work and tech schemes.

How to apply:

To apply please email your CV and a covering letter to our HR Manager Louise Clayton (