Avayler - Application Support Consultants x 2

1 month ago

Worcestershire, United Kingdom Halfords Full time

Avayler has clients in UK, Europe and the US. We have a highly experienced technology team that have developed our platform, and have sales, product and marketing functions already in place, led by seasoned industry veterans. Now with the launch of out HubPro platform and with client expansion across Europe, US and Africa, we are extending our internal service desk offering and looking to employ Application Support Specialists. This function will sit under our Professional Services Group.

This is a unique opportunity to work in young technology company backed by a successful PLC. The business is in its infancy, even though we have high demand for our solution in our industry in the UK and in the US. Those that join the team will have the benefit of helping shape the business from the start, create the brand and ethos of the company, whilst having the confidence in the financial security of being backed by Halfords Group PLC business, a 125-year-old, $2bn per year, FTSE listed business.

Job Details

Employees can work remotely.The role is full-time.The role will be shift based to cover client support needs across different geographies.Job location: Remote/Manchester and Redditch offices

Job Description

We are recruiting for an Application Support Specialist to join our support organisation. With a passion for customer service and a hunger for career progression, you'll have the chance to make a real impact while advancing your career. Don't miss out on this exciting opportunity to take your support skills to the next level and pave your path towards success

Responsibilities

Providing top-notch customer support: You'll be the go-to person for our customers, assisting them with any questions or issues they may have. You'll ensure that they receive prompt and friendly support, helping them navigate our software and troubleshoot any technical problems they encounter.

- Troubleshooting technical issues: You'll use your problem-solving skills to investigate and resolve software-related problems. Whether it's a bug, a glitch, or a configuration issue, you'll dig into the details, analyse logs, and work closely with the development team to find a solution.

- Assisting customers with a wide range of questions: From basic inquiries about product features to more complex usage scenarios, you'll be there to guide our customers every step of the way. You'll provide clear and concise explanations, ensuring they have a smooth and enjoyable experience with our software.

- Collaborating closely with cross-functional teams: You'll work hand in hand with our talented development team to communicate customer feedback and insights. You'll be the voice of the customer, sharing their perspectives, highlighting recurring issues, and providing valuable input for bug fixes and feature enhancements.

- Maintaining comprehensive documentation: You'll keep detailed records of customer interactions, documenting the steps taken to resolve issues and any workarounds provided. This documentation will help streamline future support efforts and contribute to our knowledge base.

- Contributing to customer success and satisfaction: Your primary goal will be to ensure that our customers are happy and successful in using our software. You'll go the extra mile to exceed their expectations, providing personalized support and guidance to help them achieve their desired outcomes.

- You will contribute to the development and enhancement of support processes. Your expertise and insights will be instrumental in creating efficient workflows that optimize customer interactions and improve overall support operations.

By embracing these responsibilities, you'll play a crucial role in delivering exceptional SaaS experiences and fostering strong customer relationships 

What You Need to Succeed

Excellent communication skills for effective customer assistance and issue resolution.Willingness to work on a shift rotaAn excellent ability to detail complex problems in the form of support tickets to allow for escalation to the development team.A customer-centric mindset and a passion for problem-solving.Solid understanding of our products and services, with the ability to adapt to new technologies.Proactive team player with a drive to continuously learn and grow in your career.Strong problem-solving skills to tackle technical challenges.Ability to think outside of the box and come up with innovative solutions.Creative approach to troubleshooting and finding resolutions.Willingness to explore alternative methods and strategies.Technical know how & an understanding of cloud-based applications.

Desirable skills

Demonstrable experience in working on a Service Desk in a SaaS organisation Solid understanding of SaaS products and services, with the ability to adapt to new technologies. Experience of automotive software would be beneficial Excellent communication skills for effective customer assistance and issue resolution. An excellent ability to explain and document concepts. A customer-centric mindset and a passion for problem-solving. Proactive team player with a drive to continuously learn and grow in your career. Strong problem-solving skills to tackle technical challenges. Ability to think outside of the box and come up with innovative solutions. Creative approach to troubleshooting and finding resolutions. Willingness to explore alternative methods and strategies. 

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