We are the makers of the fastest-growing vending management software in the British Isles, helping clients monitor/manage their estates of vending and coffee machines, as well as micro markets, through our extensive/powerful vending management systems.
We have an exciting opportunity for an SaaS / IT Support Engineer to join our multi-award-winning team.
The Role at a Glance:
1st Line IT Support Engineer - Desktop, SaaS, Applications
Sheffield (S8) / Hybrid 2 Fixed Days Per Week
£25,000 - £28,000 Dependent on Experience
Full Time - Permanent
25 days holiday plus bank holidays and other benefits
37.5 Hours Per Week
Culture: Embrace Innovation and Change
Company: Award winning SaaS company & leading provider of vending and coffee management software
Pedigree: Award winning for our products and services. Award winning Support. UK Market Leader, growing in EMEA.
Role Purpose: Supporting, engaging and managing clients use of our vending management system to make them more profitable and efficient
Your Background / Skills: Customer Service, First Line Support, Excellent Communication, Software Testing, Software Support, Client Management.
More About Us:
We are SB Software. Our vending management software was created right from the outset to make things Simply Better. First in vending, then in office coffee, and increasingly in micro markets. We make the best management systems anywhere, to help make our client s business the best it can be.
Now, over a decade later, our company has grown, through the success of our clients. As our client base increases, we are able to invest ever more in our people, our products and our services. And this makes Vendmanager and Coffeemanager even more effective, attracting additional clients.
Today, we take pride in harnessing in-house the best technology expertise there is anywhere (spanning software, hardware and integration). And we serve the whole of the British Isles, while still continuing to grow apace, as new clients choose to join up.
A typical week as a 1st Line IT Support Engineer:
Effectively responding to first-line support queries from customers using the company s software via phone call and email
Providing an accurate, efficient and customer-focused response
Escalating issues to 2nd line support when necessary
Delivering excellent verbal and written communication and always helping to find a resolution
Responding and assisting more advanced software support enquiries and continuing to monitor progress to ensure a resolution is achieved
Assisting with software testing as required, prior to the release of new software versions
Assisting the company's Software Migration Team in the implementation of the software for new customers
Provide software support across a range of platforms including Windows Desktop, SQL Server, Android Mobile Application and Microsoft RDP/RD Web
Assisting the Support Manager in escalating complicated issues to the development team and keeping the customers informed of progress
Assisting the Support Manager in the management of support for clients through Zoho Desk and CRM
What will you bring?
Experience of working in a customer-facing IT office environment or software support role
Proven ability to proactively address customer concerns and exceed expectations
Passion for real-time problem solving and troubleshooting complex problems
Strong written and verbal communication skills
Ability to communicate effectively with technical and non-technical users
Analytical thinking and attention to detail
Experience in working to deadlines and prioritizing competing workloads.
Proficient in the use of Microsoft Applications, Services and Android
Ability to work independently and as part of a team.
Demonstrable planning and organisational skills
Willingness to conduct ad-hoc or exploratory testing
Self-motivated and able to learn/resolve new software and business processes in a prompt manner
Can-do attitude with a desire to learn new skills and technologies unique to the Vending industry
Desirable skills:
Multilingual
Technical exposure of Microsoft SQL Server
Experience of AWS platforms
Experience of working within the Vending or Beverage Industry
Educated to A-Level standard or equivalent, English, Maths or IT
Why Join Us?
Competitive salary and benefits package
Opportunity to work on cutting-edge technologies
Supportive and collaborative team environment
Opportunities for professional growth and development
Sounds like a good fit? Apply here for a fast-track path to our Leadership Team.
Your Background / Previous Roles May Include:
1st Line Support, 2nd Tier Support. SaaS Support, Android Support, Windows Support, Desktop Support, Junior IT Support, IT Graduate, Microsoft Applications Support, Tech Support, Customer Support.
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