Education Requirements - Degree Calibre
Industry - Software House
Qualifications - NA
Work Hours - 9-5 - some flexibility required
This role sits within a well-established computer software company, specialising in the development and supply of works / maintenance and asset management systems to local government and utility services sectors. The company has an unrivalled reputation for delivering quality products and services, with a 30+ year history of ethical business practices and consistent profitability.
The company became an employee-owned organisation to foster collaboration and ensure everyone pulls in the same direction. The controlling majority shareholder is a trust in which all employees have an equal share, making employees co-owners with ownership benefits and responsibilities.
The company offers excellent working conditions, competitive salaries, benefits including a pension scheme, and a share option scheme. Having experienced constant growth, they are now recruiting a Software Application Support professional.
The role involves understanding the product range and providing dependable, honest service to customers, leveraging your experience to support team development.
Job Specification
* Provision of response service for customer queries related to bespoke software products and their operation.
* Assessing customer problems and prioritising follow-up actions, coordinating with technical experts as needed.
* Providing advice and guidance on technical difficulties, including recovery from operational failures.
* Answering queries about software functionality and usage objectives, taking ownership of urgent issues, escalating as necessary, and keeping stakeholders informed.
* Maintaining customer records, including hardware, software, and network details.
* Assisting with QA testing of software before release.
* Producing quality material to help customers operate the system effectively.
* Recording all customer contact in the CRM.
* Learning and maintaining knowledge in assigned functional areas.
* Liaising between customers and the Development Team to define product changes.
* Supporting Managed Services solutions when requested.
* Performing additional tasks such as training, sales activities, or consultancy as needed.
What we are looking for:
* Experience supporting customers over the phone in an IT domain.
* Previous experience in IT Support, Application Support, Systems Support, Technical Support, Helpdesk, or Service Desk roles.
* Genuine customer service focus.
* A long-term career approach.
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