Software Support Executive

3 days ago


Camden, United Kingdom ABR TALENT LIMITED Full time

**Software Support Executive (EdTech) - £25,000 - £35,000**

**North London (Hybrid)**

We’re excited to be working with a fantastic Technology brand to find a new Software Support Executive to join the growing team The company offer a leading end-to-end SaaS solution and they are only continuing to rapidly grow and expand as a business soit’s a fantastic time to get on board and really be part of leading the charge in a fast-growing sector

They’re on the lookout for an experienced Software Support Executive with experience in Software Support who will join a team of customer focused support executives and offer 1st /2nd line assistance to their customers for any technical issues. They’re lookingfor someone who loves what they do, takes pride in excellent service and has a proactive, friendly and enthusiastic approach to solutions.

**Responsibilities**:

- Investigate technical issues that come in from customers and either give guidance/ advice or create a ticket to escalate to other teams internally.
- Work with customers to identify the issues and assist across 1st / 2nd line requirements communicating resolutions with the customers clearly and manage expectations if the issue needs to be escalated to other teams.
- Document issues and feedback in clear detail.
- Monitor and prioritise tickets that come in.
- Manage the workload and pro-actively adjust and prioritise where needed.
- Identify and report the root causes of incidents and recommend actions to avoid any re-occurrence happening.
- Help to create both internal and external documents that can be used as guides to help customers and other internal team members.
- Ensure SLA's and support processes are stuck to at all times.
- Put quality and customer experience at the forefront of everything you do and always look to grow and improve.

**Experience/ Requirements**:

- Previous experience delivering help and assistance in a customer focused software support role.
- A good understanding of Microsoft Excel is a must.
- Ideally, some prior hands on experience with support tools like Zendesk.
- Previous experience with SQL Server Databases would be advantageous.
- Experience and confidence in Office 365 (Outlook, Word, Powerpoint etc)
- Fantastic written and spoken communication skills.
- Have a positive, enthusiastic and friendly approach with great prioritisation skills.



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