Software Support Technician

2 days ago

Luton, Luton, United Kingdom Point of Rental Software Full time

Point of Rental provides effective rental software's by offering innovative products to our customers. Point of Rental takes pride in our customers and helping them reach their business goals. Here we empower you, give you the freedom, and flexibility to take on new challenges. We build the best quality software's that impact customer lives daily. We are more than just a software company; we have a passion to positively impact and give back to communities near and far.

Point of Rental has been honoured as one of Inc.500's Best Places to work in 2024 This recognition highlight's our commitment to fostering a positive and engaging work environment.

Role Description
As a Software Support Technician - Tier 2, you will be supporting customers using Point of Rental

software. The primary role of the Tier 2 Support Tech is to deliver an awesome experience to our

customers. A qualified Technician thrives on going above and beyond on every interaction and will be the primary voice of POR to our customers.

Key Responsibilities
Advanced Troubleshooting: Diagnose and resolve complex software issues that Tier 1 support cannot

handle, utilizing in-depth technical knowledge and analytical skills.

Technical Support: Provide support for software applications, including installation, configuration, and

upgrades. Address bugs, performance issues, and user inquiries.Respond to customer requests for

assistance

  • Use knowledge and skills to address customer's needs and resolve basic problems within

existing specifications and defined standards

  • Provide an exceptional customer experience demonstrating excellent communication skills,

responsive follow through, and advocacy for customer issues within the support team and

other internal departments

  • Provide thorough and complete case notes and documentation of customer issues
  • Analyze customer problems and research solutions using the base knowledge of the

software

  • Diagnose customer issues through process of elimination by asking probing questions
  • Document issues appropriately based on existing guidelines

Escalation Management: Act as a point of escalation for Tier 1 support staff, ensuring that issues are

resolved in a timely and efficient manner.

Collaboration: Work closely with development teams to identify and address software issues. Provide

feedback for continuous improvement.

Training and Mentoring: Assist in training Tier 1 support technicians and contribute to the development of support documentation and knowledge base articles.

System Monitoring: Monitor software performance and stability. Implement proactive measures

Education & Experience
Essential qualifications

  • Experience: Minimum of 5 years of experience in a software support or technical support role, with a focus

on Tier 2 or higher-level support.

  • Technical Skills: Strong knowledge of software troubleshooting techniques, operating systems, and

applications. Experience with SQL. Experienceith servers and on premises software.

  • Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or

Desired Qualifications
equivalent work experience preferred.

  • Experience in the Rental Industry
  • Experience using Point of Rental Software Syrinx

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