Software Technical Support Specialist
4 weeks ago
Job Title: Software Technical Support Specialist
Job Summary: We are seeking a highly skilled and enthusiastic individual to join our Software Support Team as a Software Technical Support Specialist. The successful candidate will be responsible for providing exceptional customer service and technical support to our clients.
Key Responsibilities:
- Providing high-quality technical support and advice to customers via email, telephone, and web portal.
- Managing all assigned tickets to achieve a prompt resolution, escalating where necessary and providing customers with timely and accurate updates on their ticket progress.
- Contributing towards internal and external KPI's & SLA's.
- Logging of all communications and customer support cases via an internal CRM system.
Requirements:
- Previous experience in a customer-facing role, preferably within a commercial software support environment.
- Excellent organisational skills, able to work to tight deadlines with a high level of attention to detail.
- An ability to take ownership of your workload and use initiative when problem solving.
- Strong Microsoft Office (Word, Excel, PowerPoint) skills.
- Excellent research diagnostic and troubleshooting skills, able to identify solutions to resolve issues effectively.
- Capable of adapting and demonstrating resilience in relation to evolving business requirements.
- Ideally a technical related degree.
- ITIL experience is desirable.
What We Offer:
- £22,000 - £24,000 per annum.
- Based in Tamworth – Hybrid Flexibility Available (after probation).
- 25 Days Holiday + Bank Holidays + 1 extra day each year after 2 years (up to 30 days).
- Excellent Working Culture & Career Progression.
- Structured 8-week onboarding programme.
About Us: Marmion is a leading provider of software solutions, and we are committed to empowering our colleagues to develop and grow in their chosen fields. We believe in creating a positive and supportive work environment that fosters collaboration and innovation.
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