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Software Support Associate

2 months ago

Manchester, United Kingdom Duval Associates Full time

Job Summary:

As a First Line Software Support Associate at Duval Associates, you will be part of a dynamic and growing SaaS business based in Manchester. This is an outstanding opportunity to work with a brilliant SaaS solution, assisting clients with its use and troubleshooting, and becoming the go-to person and super user for the team.

Key Responsibilities:

  • Operate as a point of escalation for the service desk, providing technical advice and customer service skills.
  • Support the team with technical advice and customer service skills.
  • Support the Team Lead/Manager with allocation of tasks.
  • Prioritise workloads for an effective delivery of service.
  • Provide the team guidance to record and track data for our services.
  • Conduct QA sessions and provide feedback for service reports.
  • Fulfil the tasks of a First Line Service Desk Analyst.
  • Ensure Service Level Agreement adherence (SLAs).
  • Meet and exceed Key Performance Indicators (KPIs).

Requirements:

  • Motivated, agile, and great communication skills.
  • Experience with software support.
  • Confident and able to give feedback.
  • Some experience of supervising/leading team members.
  • Ready to take on more responsibilities.

About Us:

Duval Associates is a fast-growing SaaS business with a young, social, and motivated team. We offer a stunning office in Manchester City Centre, excellent benefits, and a great opportunity to progress in the support team and in the group.