Software Support Specialist

3 weeks ago

Peterborough, United Kingdom HBP Group Full time

**Software Support Specialist**

Do you possess a passion for customer service, coupled with a forward-thinking mindset? Are you in pursuit of a fulfilling career, not just a job?

If you bring a background in excellent customer experience and IT support and are looking to take the next steps into the world of IT, this role could be just for you With a drive to establish yourself in our leading EPOS and Ticketing technologies, our role not only offers a platform to refine your existing skills but also provides tailored training to elevate your technical proficiency and expertise within the position.

If you're ready to chart a path towards professional growth and success, this role could be the perfect fit for you

**Who are we?**

The HBP Group is the number one choice for many businesses across the UK looking for reliable, award-winning business technology. Providing a range of services including local IT Support, Accounts software and EPOS solutions. We offer our customers a range of the best market-leading products and services to streamline complex business processes and increase efficiency. We have 3 offices including our head office in Scunthorpe, an office in Hull and another office in Peterborough.

**The Role**

Based in our vibrant Peterborough office, we're thrilled to present you with a fantastic opportunity to become a crucial part of our award-winning customer experience team. Our mission? Delivering top-tier Epos and Ticketing software solutions to hundreds of delighted customers

You'll join an exceptional team renowned for their unparalleled product expertise and customer service prowess. Together, we form a united front dedicated to providing our customers with not just support, but technical mastery and an unforgettable, personable experience.

As a multi-accredited software powerhouse, we're setting the bar high in the industry, and we're on the lookout for our next team member to join our ranks. This isn't just a role; it's your golden ticket to be a driving force in our relentless pursuit of software excellence.

**Responsibilities**

Within this role, some of the key areas you will be responsible for are:

- Providing excellent customer service and technical clarity to our customer base.
- Maintaining records of customer interactions and changes.
- Ensuring tickets are resolved to a high standard, getting to the root cause of the issues proactively.
- Contribute towards team and company strategies, goals, and targets.
- Carrying out customer data fixes and ensuring this is compliant with audit requirements.
- Being aware of and abiding by GDPR Regulations, treating customer data with care and sensitivity.
- Attending and contributing in team coaching sessions & customer handovers
- Creating customer-facing content that may include Help sheets, Videos, Training Guides, and Webinars
- Continual personal development and training including continual product / legislative development.

**Knowledge & Experience**

To be a successful Software Support Specialist you will possess the following:
**Essential**
- At least 1 year helpdesk experience/ticketing system experience
- Basic Windows network troubleshooting experience
- Strong Windows Operating System knowledge
- Software installation experience
- Excellent communication skills including Experience writing and maintaining documentation.
- Excellent customer service
- Structured problem-solving skills, with great ability to troubleshoot and diagnose issues quickly.
- Able to work as part of a team or on your own

**Desirable**
- AAT Level 2 qualification or equivalent (or significant accounting / business & finance knowledge)
- Application Support experience
- ITIL Knowledge/Qualifications
- MTA/MCP Qualifications
- SQL Server experience

**Why work for us?**

Here at the HBP Group we are passionate about our business and our customers, and believe our people are our most valuable asset. Driven by our commitment to creating a great place to work for all our staff, we are always looking for ways to improve our employee experience.

Accredited to The Living Wage Foundation, we are a Real Living Wage Employer and this year we were awarded Best Companies One To Watch accreditation. However, we’re not going to stop there and are focused on achieving 3 Star “World Class employer to work for” accreditation in the future.

That’s why it’s a great time to join The HBP GroupAs we continue our successful journey with exciting and achievable growth plans, we want to focus not only on our overall commercial objectives but creating a great working environment for our staff to thrive.

That’s why we are looking for people who are passionate, trustworthy, and forward-thinking to join our team.

So, on top of the normal benefits, we think some of the amazing reasons to join us are:

- Hybrid working arrangements *
- 28 days of holiday, plus bank holidays = 36 days holiday total
- Option to sell back holiday*
- Salary Sacrifice Pension Sche

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