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Software Support Specialist

2 months ago

Birmingham, Birmingham, United Kingdom Get Staffed Online Recruitment Full time
Job Summary

A fantastic opportunity for an IT Support Technician to join an established, leading technology company with exciting growth plans.

Key Responsibilities:

  • Deliver exceptional customer service by providing technical assistance for any issues that arise with our software.
  • Troubleshoot problems, answer questions about features and functionality, and help customers understand how to use the software.
  • Work in a fast-paced environment and perform tasks alone or as part of a team to ensure a positive customer experience.
  • Be an ambassador for the company and strive to offer the highest levels of customer service at all times.

Essential Functions:

  • Review details of the support ticket that a customer has logged on to the online support portal.
  • Triage the ticket to ensure the customer has provided all necessary information to understand the nature of the problem and 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.
  • Escalate support tickets as appropriate and in order so 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.
  • Manage own and queue of cases, through investigation to resolution, working effectively and responsibly to ensure client satisfaction.
  • Ensure customers are kept up-to-date with the progress of tickets.
  • Assist with the creation of knowledge base documentation as requested.
  • Assist with product-specific fixes or release testing as required.

Key Performance Outcomes:

  • Take responsibility for own learning and development, managing time appropriately to build knowledge of product and use.
  • Meet internal and customer service levels.
  • Work collaboratively within the team by supporting colleagues, giving advice, and assistance where sought, and communicating in an effective manner.

Requirements:

  • 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.
  • Ideal 1 year minimum in a software support or customer service role.
  • Supporting insurance software.
  • Knowledge of MS SQL (Writing and executing scripts, data updates/inserts/deletion, joining tables and creating store procedures).