Software Support Engineer

Company Description

FLAGS Software Ltd was founded in 1989 in Solihull, UK and provides a wide range of software solutions to industries including automotive, specialist vehicles and marine. Fully engaging with customers to understand mission-critical business goals is the key to our success. Every system we provide is based on solid unified thinking, where we and the client share thoughts and experiences along an enjoyable journey to the best possible outcome. Our whole work ethic is geared towards delivering world-class standards in everything we do.

Summary

Do you have a strong IT background with at least 2 years in an IT support role? Do you have confidence and the ability to think logically?

As a Software Support Engineer, the primary objective of this role is to provide technical support to our customers, partners, and colleagues with technical expertise for our suite of products and internal systems. This will take the form of providing telephone and web-based support services to our supported software users and ensuring all issues are logged, kept within our designated SLA timeframes and owned through to resolution. The role also covers project/software implementation to new and existing customers. The Software Support Engineer will work hand-in-hand with their peers in the Operations Team taking ownership of customer queries as well as liaising with Development, Sales and Service teams to aid resolution of customer and internal issues.

Although FLAGS Software is a standardised product, our customers have an individual way of using our software depending on their process. One of our key USP’s is understanding their ways of working, help them utilise the software to its fullest and provide new solutions to fulfil a requirement.

This is an exciting opportunity to be part of a dedicated team who are responsible for the support, development and implementation of the leading quality inspection and process improvement software solution- FLAGS Software. Our customers are world class manufacturers in a variety of sectors including automotive, marine, and rail to name but a few.

What will I need to be successful in this role? 

We are looking for a highly motivated and resourceful Software Support Engineer with 2+ years’ experience of 1st and 2nd line support. The ideal candidate must already possess an IT technical understanding; the ability to work under pressure to achieve critical deadlines, logging detailed information in ticketing systems and understanding of some SQL knowledge.

This ideal candidate will join our dynamic support team, helping users resolve technical issues and providing valuable insights to our development team. This role requires a problem-solving mindset, a passion for IT technology, with a customer-focused approach.

This role also involves troubleshooting software problems, guiding users in application usage, and collaborating with development teams for continuous improvement.

Core Responsibilities:

-Technical Support and Troubleshooting:

• Provide front-line support for software support, handling user inquiries and troubleshooting complex issues e.g. installation, and configuration issues.
• Respond to support requests via phone, email, and ticketing systems ensuring timely and effective resolution.
• Diagnose, analyse, and resolve software issues across multiple FLAGS applications, ensuring minimal disruption for our clients / users
• Capturing issues with detailed reproduction steps into bug/ issue tickets and supplying strong evidence to escalate complex cases to the development team, collaborating on solution implementation and testing.

-Customer Interaction and Communication:

• Engage with customers professionally, maintaining a strong customer-service focus throughout support interactions and provide exceptional customer service, using a friendly and clear communication style to guide users through solutions.
• Ensure users feel supported by proactively managing follow-ups and keeping them informed throughout the resolution process and to provide clear instructions on resolving common problems.
• Maintain detailed information in support tickets of cases to help streamline future issue resolution.
• Provide On-call support to key clients on a rota (one week in every four for critical issues only), additional payment provided.

-Documentation and Knowledge Management:

• Contribute to the OPS team knowledgebase articles and tickets from any new learning to improve support team efficiency and documenting frequently encountered issues, along with their solutions. (This will be enforced from the start of the role)
• Raising awareness with OPS TL and peers any discrepancies in documentation, needs updating or gaps in documentation with suggestions of improvements

-Product Feedback and Continuous Improvement:

• Act as a bridge between users, management and the development team, advocating for user needs and highlighting usability opportunities of improvements.
• Participate in testing new features, updates, and bug fixes before deployment to ensure quality and ease of use.

-Training and Onboarding:

• Conduct user training sessions to help customers understand product features and best practices.
• Conduct training sessions to showcase product features and best practices and optimizations, ensuring users can leverage the full potential of our platform as they become available.
• Assist users in adopting new features and updates through clear communication and step-by-step guidance.

Essential Skills

• Strong customer-service orientation and problem-solving mindset. With excellent verbal and written communication skills, with the emphasis to explain technical concepts to non-technical users clearly with concise explanations.
• High level of curiosity, resourcefulness, and willingness to learn.
• Effective time management and prioritization skills, with the ability to multitask issue tickets and project tasks simultaneously.

Key Competencies:

• Strong customer service focus -with an empathetic approach
• Problem-solving and analytical thinking
• Highly Detail-oriented and well organized
• Adaptability and willingness to learn new tools and software
• Strong teamwork and collaboration skills

Qualifications:

• Education: Bachelor’s degree in computer science, information technology, engineering, or a related field. (Non-graduates with 2 years + IT experience in this field will also be considered)

Experience:

• Minimum 2 + years of experience in software support, technical support, or a similar role.
• Proven experience in troubleshooting software applications and collaborating with development teams.
• Experience with support ticketing systems (e.g. Jira (Preferred), Zendesk, ServiceNow and/or a CRM platform is a plus.

Technical Skills:

• Strong understanding of software applications, SQL database basics, and the ability to troubleshoot across platforms.
• Experience with SQL scripting is beneficial, with the candidate having a quick learning curve and problem-solving mindset.
• Familiarity with Windows Operating system.
• Knowledge on Windows server build outs and configuration management.

Benefits

• 25 days annual leave
• Bonus holiday day on your birthday
• Hybrid working with 3 days office-based and 2 days working from home
• Company pension scheme at a contribution rate of 3% employer/5% employee
• Up to £50 per month for gym membership/life enrichment
• Life assurance equivalent to 4 x annual salary
• Staff Healthshield subscription – also providing attractive discounts with retailers/services
• Payday Pizza- eat for free on payday
• 37.5 hour working week with 3pm finish on Fridays
• Attractive, modern offices with great facilities and a welcoming environment
• Relaxed, smart casual dress-code