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Software Support Analyst

2 months ago

Manchester, United Kingdom Senitor Associates Full time

Software Support - £30k

This position is part of the Software team, focusing on providing technical support for our unique software. You will be responsible for basic troubleshooting and resolving technical issues related to our bespoke software. This role involves primarily liaising with the customer help desk to assist in resolving technical issues, managing database alterations, and reviewing service logs from our in-house apps on both the server and client sides.


Requirements:

  • Azure DevOps / Jira – Issue logging
  • Previous experience as a customer support or technical support representative
  • 1st line support and remote troubleshooting experience ideal
  • Working knowledge of Microsoft SQL
  • Experience of Linux OS / command line
  • Networking fundamentals
  • Basic computer hardware knowledge (Working understanding of computer components, RAM, SSD, etc.)

Responsibilities:

  • Reporting to the Head of Software
  • Provide timely and effective assistance to the customer support team to resolve technical problems and queries via phone calls and emails
  • Review application logs and signage logs to identify and resolve reported issues
  • Document common fixes and workflows to create a comprehensive knowledge base
  • Serve as a liaison between the customer help desk and internal development for all escalated product-related issues, bug resolution, and overall product education
  • Coordinate with developers and Customer Support to support improvements
  • Mitigate risks and escalate issues to management


Qualifications:

  • A bachelor's degree in any technical/engineering subject desirable but not essential