Software Support Consultant

3 weeks ago

Egham, Surrey, United Kingdom Intersoft Full time

Job Title: Application Support Engineer

Location: Egham, Surrey, UK

Salary: £35,000

Working Hours: 35 hours a week, flexible between 8:00 am to 6:00 pm

Hybrid Working: A minimum of 2 days per week in the office is required.

Reporting to: Application Support Team Lead

Intersoft is a recognized leader in delivery management software solutions, part of the Royal Mail Group. Since 1993, we have been at the forefront of providing innovative shipping solutions for retailers and third-party providers.

Our software seamlessly integrates with multiple carriers, offering smart delivery options such as Tracked, Click and Collect, Locker Boxes, and Next Day delivery, enabling retailers and brands to enhance their eCommerce capabilities.

We are committed to continuous improvement and foster an environment that encourages our diverse and talented team to innovate and grow. Our efforts have resulted in 96% of our employees affirming that Intersoft is a great place to work.

Key Responsibilities:

Technical Support and Issue Resolution:

  • Provide timely and effective technical support to clients through various communication channels.
  • Analyze and resolve reported issues, identifying root causes and implementing solutions to minimize service interruptions.
  • Maintain comprehensive knowledge of the organization's software applications, including their functionality and integration.

Communication and Documentation:

  • Clearly convey technical concepts and solutions to both technical and non-technical stakeholders, ensuring high customer satisfaction.
  • Maintain transparent communication with users and team members regarding application-related issues.
  • Document support processes, troubleshooting steps, and resolution outcomes accurately.

Collaboration and Continuous Improvement:

  • Work closely with development teams to prioritize bug fixes and product enhancements based on client feedback.
  • Identify opportunities for process improvements and contribute to the enhancement of support tools and procedures.

User Support and Customer Training:

  • Address support requests from end-users, troubleshooting technical issues and ensuring prompt resolution.
  • Provide training and guidance to clients on effectively utilizing our software applications.

Security and Compliance:

  • Ensure adherence to data security and privacy regulations to protect sensitive information.

Expected Experience & Skills:

  • Bachelor's degree in information technology, computer science, or a related field. ITIL Certification and experience with MS SQL Databases and C# .NET applications.
  • Demonstrated experience in application support, with a proven ability to troubleshoot complex technical issues.
  • Strong understanding of database systems and web technologies.
  • Excellent analytical and problem-solving skills, with attention to detail.
  • Outstanding communication and interpersonal skills, capable of engaging with diverse stakeholders.
  • Customer-focused approach with a commitment to delivering exceptional support.
  • Ability to work effectively in a fast-paced environment, both independently and as part of a team.
  • Knowledge of IT security principles and practices.
  • Flexibility to work outside of core business hours when necessary.

What We Offer:

  • Dynamic and ambitious company with over 30 years of experience.
  • Recognition as one of the UK's Best Workplaces for Wellbeing.
  • Annual performance-based bonus incentives.
  • Comprehensive private health insurance and dental coverage.
  • Generous holiday allowance and employer pension contributions.
  • Access to employee assistance programs for various support needs.
  • Commitment to work-life balance with flexible working arrangements.
  • Opportunities for professional development and growth.
  • Engaging company culture with regular social activities.

Intersoft is dedicated to promoting equal opportunities and embracing diversity. Our success is driven by cutting-edge technology, a talented team, and a commitment to staying ahead in the delivery process.

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