Software Support Technician

3 weeks ago

Birmingham, United Kingdom The Virtual Recruiter Full time

Job & Department Summary

Delivery of the Support service is the first point of contact for customers regarding our products and is a critical component in ensuring our customers have a positive experience at all times.

The Support Team provides technical assistance for any issues that arise with our software. A modern cloud-native insurance pricing and policy administration system.

This includes troubleshooting problems, answering questions about features and functionality, and helping customers understand how to use the software.

Delivering in a fast-paced environment and performing tasks alone or as a part of a team ensuring a positive customer experience at all times

Each member of the team is an ambassador for the company, and we strive to offer the highest levels of customer service at all times.


Essential Functions

  • To review details of the support ticket that a customer has logged in the our online support portal.
  • Triage the ticket to ensure the customer has provided all necessary information in order to understand the nature of the problem, how to recreate the issue
  • Assess the importance of the ticket and amend the priority level and ticket type if necessary
  • Respond quickly and efficiently to support tickets in line with defined service levels, providing product and technical support
  • If you are unable to resolve escalating support tickets as appropriate in order that the customer is responded to within agreed timescales
  • Provide guidance to customers for training-related tickets where required
  • Record accurately and efficiently log relevant investigation notes using the online support portal, making sure that all recorded symptoms and the customer's desired outcome are recorded to ensure ease of understanding of the ticket raised and to enable appropriate prioritisation allocation
  • Manage own and queue of cases, through investigation to resolution, working effectively and responsibly to ensure client satisfaction
  • Maintain ownership and be proactive in obtaining answers from colleagues, training materials and other sources in order to exhaust investigation
  • Ensure customers are kept up-to-date with the progress tickets
  • Assist with the creation of knowledgebase documentation as requested
  • Assist with product specific fixes or release testing as required
  • Work in a timely fashion to deadlines and expectations as set by manager and schedule


Key Performance Outcomes

  • Take responsibility for own learning & development, managing time appropriately to build knowledge of product and use, requesting any training requirements.
  • Meeting internal and customer service levels
  • To work collaboratively within the Team by supporting colleagues giving advice and assistance where sought, and communicating in an effective manner


Required Skills & Experience

Education GCSE English and Mathematics grade C or equivalent. A Level or equivalent in IT or able to demonstrate competent working knowledge/experience of supporting bespoke browser-based applications/solutions.

Experience: 2 years minimum in a technical software support role, ideally combined with 1+ year of customer service experience.

  • but not essential
  • Supporting insurance software
  • Azure DevOps or GitLaB

Technical / Functional Skills:

  • Strong written and verbal communication skills
  • Ability to demonstrate experience in delivering a high level of customer service
  • Ability to demonstrate a high level of problem-solving capabilities and approach
  • Good understanding of Microsoft SQL management studio
  • Multi-tasking capabilities and ability to thrive in a fast-paced environment
  • Ability and desire to expand with changing marketplace and technology


If you feel your skills match this role please send your CV to apply

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