Graduate Technical Support Executive - HR Software
💵 Salary - £25,000 - £30,000
🌎 Progression potential to Customer Success
🖥 Route into the world of SaaS
☀ 22 days holiday + your birthday off
This role is perfect for a graduate with 6 months work experience, or perhaps someone with no degree but with two years experience in desktop support. You'll work within a growing and thriving team to support customers on software and hardware support issues as a 1st line agent.
The Company
A pioneer in Software as a Service (SaaS) workforce management and access control solutions. With its own intuitive software platform and biometric hardware devices, the company is an innovator with over 30-years’ experience as a total solutions provider helping thousands of organisations across EMEA operate more efficiently, save money, and keep people and assets safe.
The Role
As a member of the Technical Support Team, you will be responsible for a host of reactive and proactive customer activities. You will be the primary point of contact via telephone and email for customers with support queries.
You will be used to working in a team, and have great interpersonal skills both internally, and externally.
The successful candidate will be required to be in the Wembley office 5 days a week.
Responsibilities
* Monitoring and responding effectively and quickly to requests received via the helpdesk and effectively triaging and allocating ticket
* Managing and owning the technical support mailbox, creating support tickets when appropriate and managing as above.
* Providing technical support or assistance for incoming issues and concerns related to hardware, software and systems at the first response level via email or phone call and registering tickets when appropriate.
* Assisting with the scheduling of engineers to attend customer site
* Dealing with basic administration for the team – booking hotels etc.
* Reporting significant or recurring problems to the tier-2 support team and gathering feedback to determine issues and patterns so that they can be resolved, or FAQs can be provided to clients to help them troubleshoot the problem themselves
* Assisting workshop with preparation of devices for shipment and arranging collection from engineers
The Person
* This may be your first role, but you will have an interest in developing a career in Customer Support or Customer Success within a tech company.
* Or you'll have worked in a similar support role before, but looking for a step up
* Excellent verbal and written communication skills
* Excellent customer service and problem-solving skills
* Good computer skills and the ability to troubleshoot software-related problems
* Proficiency in various computer software
* Ability to prioritise tasks
* Time management skills and attention to detail