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Technical Customer Support and Documentation Specialist

3 months ago

London, United Kingdom Curiosity Software Full time

Technical Customer Support and Documentation Specialist

 

Location: UK (Remote). Preferably based in London/South East for occasional travel to offices.

Offices in: London (Wandsworth) and Oxford

 

Responsibilities:

  • Documentation:
  • Writing documentation for new features and release notes.
  • Work through the backlog of existing legacy and outdated documentation that needs updating

  • Customer Support:
  • Manage the customer support desk, addressing customer queries in a timely and professional manner.
  • Coordinate bug fixes for customers with the product team, ensuring effective communication and resolution of issues.
  • Develop and own the broader Curiosity customer support process, continuously improving it to enhance customer satisfaction.

Requirements:

  • Experience:
  • Previous experience in customer support, demonstrating the ability to manage customer interactions effectively.
  • Previous experience debugging and troubleshooting technical software issues.
  • Previous experience with various technical platforms such as MS SQL Server/Oracle Databases, Docker, XML, AWS, Azure DevOps, GitHub, Jira
  • Some basic coding experience such as Python, Java, JavaScript, C and C++, SQL/PLSQL
  • Proven ability to document technical features and updates clearly and concisely.

  • Skills:
  • Excellent spoken and written English skills, with the ability to communicate complex information in an understandable manner.
  • Strong problem-solving skills and the ability to work independently as well as part of a team.
  • Creative thinking and the ability to bring new ideas to improve documentation and customer support processes.

Preferred Qualifications:

  • Bachelor's degree in a relevant field.
  • Experience working in the tech industry (3-4 years)
  • Experience with customer support software and tools (3-4 years)
  • Familiarity with software development processes and terminology.
  • Ability to quickly learn and understand new technologies.