Support Specialist

3 weeks ago

London, United Kingdom Hexegic Full time

We’re passionate about supporting software that solves problems. We partner with the most important institutions in the world to transform how they use data and technology.

**The Role**

The Software Support Specialists use their problem-solving skills to be the first to respond to support requests from users of our software platform and to help enable them to work efficiently using the products.

They have a passion for user enablement, are advocates for our customers’ success and collaborate with product engineers, implementation teams, and other support engineers to ensure users’ inquiries are resolved as effectively and quickly as possible.

**As part of this role, you will**:

- Address customer inquiries via a comment-based ticketing system
- Identify and resolve technical issues by reproducing client-reported problems and employing a systematic approach to troubleshooting.
- Collaborate with product engineers and data teams to identify, root cause, and ultimately resolve technical issues surfaced by users.
- Drive forward various support initiatives, including documentation improvements and other initiatives to enable customers to independently resolve their issues.
- Coordinate with the product team to funnel user feedback and drive product improvements.

**Essential Skills**
- A passion for customer support - this will be key to success, as the predominant responsibility of this role and the core of its day-to-day work is handling customer support tickets.
- Customer support, including troubleshooting, and debugging issues, preferably on complex, technical software platforms.
- Ability to continuously learn and work independently, making decisions with mínimal supervision.
- Utilisation of task ticketing and tracking systems
- Excellent English writing and communication skills, with the ability to skilfully engage with both technical and non-technical customers on complex, sensitive topics.
- Proficiency with Python and Pyspark

**Preferred Skills**
- Knowledge of data analysis and data engineering techniques
- Understanding of development best practices, including branching, testing, and other essential strategies for efficient code management
- Knowledge of SQL, Java, TypeScript/JavaScript, or similar

**Salary**: £45,000.00-£55,000.00 per year

**Benefits**:

- Company events
- Company pension
- Gym membership
- Health & wellbeing programme
- Private medical insurance

Schedule:

- Monday to Friday

Ability to commute/relocate:

- London: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)

Work Location: In person

Expected start date: 04/12/2023

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