Job Description
Our software house, nestled in the charming town of Witney, is renowned for delivering cutting-edge solutions that revolutionize businesses. We pride ourselves on our innovative culture, collaborative environment, and commitment to customer excellence. We are seeking a proactive and skilled Technical Support Analyst to join our dynamic team and help us continue our journey of growth and innovation.
Key Responsibilities
- Provide exceptional technical support to our clients, addressing and resolving software-related issues via phone, email, and chat.
- Diagnose, troubleshoot, and resolve technical problems in a timely and efficient manner.
- Collaborate with the development and QA teams to identify, replicate, and report software bugs and issues.
- Document and maintain detailed records of support interactions, including troubleshooting steps and resolutions.
- Assist in the creation and maintenance of user guides, FAQs, and other support documentation.
- Participate in software testing and quality assurance activities to ensure high-quality product releases.
- Provide feedback to the development team on recurring issues and suggest improvements to enhance the user experience.
- Stay up-to-date with the latest software updates, features, and industry trends.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 2 years of experience in a technical support or similar role, preferably within a software environment.
- Strong understanding of software applications, operating systems, and networking concepts.
- Excellent problem-solving and analytical skills, with the ability to think on your feet and resolve issues quickly.
- Outstanding communication and interpersonal skills, with a customer-focused approach.
- Ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Proficiency in using support ticketing systems and remote desktop tools.
Preferred Skills
- Experience with specific software products or solutions offered by our company.
- Knowledge of scripting languages or automation tools.
- Certifications such as CompTIA A+, ITIL, or Microsoft Certified: Azure Fundamentals.
What We Offer
- Competitive salary and benefits package.
- Opportunities for professional development and career growth.
- A supportive and collaborative work environment that values creativity and innovation.
- Flexible working hours and a healthy work-life balance.