Job Ref: 215790693

Date: 2022-02-11 08:54:18

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Title Customer Software Support Specialist

Job Type Permanent

Job Hours Full-time

Industry IT and Internet

Location Buckinghamshire, High Wycombe, HP12 3AJ

Salary £20,000 – 24,000 per year +

Our client is an established SaaS software vendor providing a well-respected Workforce Management System to an impressive and rapidly growing customer base. If you are looking for a rewarding roll in a dynamic and friendly organisation and you are ready to step up when required then this could be the roll for you.

An exciting position has become available for a full-time Customer Software Support Specialist based in High Wycombe. The successful candidate will earn £20,000 – 24,000 per year + benefits.

This is a dynamic and challenging position in a busy role with a skilled and friendly team. You will be well looked after and encouraged to learn while progressing your technical and professional skills. It’s a very engaging role with lots of learning!

Role Requirements

1st line technical / software product support, by email and telephone
You will be a ‘people person’ and have a positive, upbeat attitude, strong customer service focus and remain calm under pressure
To be successful in this role you are likely to have some experience in a customer support, customer service, account management or training delivery role. You might have some technical support experience although full product training will be provided
Excellent communication skills are extremely important in this role:  you must be able to communicate at all levels within any organisation; have an excellent telephone manner and written, verbal, active listening and presentation skills are fundamental to the success of this position
You will be good at problem solving, have analytical skills and a willingness to take ownership of tasks and follow up issues through to their resolution.
A flexible approach and the ability to self-manage
Providing telephone and email support to clients who have questions about the use of our software
Being able to gather relevant information to understand how customers and their businesses use our platform is very important to understand and troubleshoot their issues.
Troubleshooting customer issues, ensuring they receive the most benefit possible from their investment in SmartTask
Knowledge and prior use of a support Ticketing System is beneficial, but full training will be given
Role Responsibilities

To learn and over time build an in depth understanding of the company’s software platform so you can build client confidence and guide them in how to use the software effectively.
To assess and resolve all enquires and requests, primarily on the telephone, but by all other channels of communication, providing a world class customer service with first point resolution, unless specialist knowledge or further investigation is required.
Take a logical and organised approach to problem-solving, asking appropriate questions to facilitate the collection of information required.
Organised, able to meet deadlines, work under pressure, and deliver on many things at once.
Strong critical thinking, logical problem-solving ability, and a willingness to learn
Ability to take ownership of problems, follow up and keep customers informed of the status of their problem and follow them through to resolution
The Company

Industry Leading Innovative SaaS Brand
Hundreds of clients across the UK and beyond
20% of the top 30 companies in one sector are customers
Why should you apply?

The chance to join a well-established company
The opportunity to become part of a hardworking, dedicated team
To bring your unique influence to how this role is delivered
To showcase your knowledge and experience
Company Pension
Private Health
Full Training, Personal Development & Mentoring
If you’re the ideal candidate our client is looking for, please send your CV by clicking the APPLY button

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