Software Implementation and Support Officer

London (South)
£25000 - £40000 per annum + Benefits
04 Oct 2016
20 Oct 2016
Contract Type
Software Implementation and Support Officer - Job Description Central London £25,000 - £40,000 Small but rapidly growing company supplying software to many clients in the film and events industry as well as local government in the UK and USA. There will be ample opportunity for the Software Implementation and Support Officer to develop their role within the company as the business expands Their main product is a widely used platform to obtain UK film permits and is starting to be used in more and more in the USA. The Software Implementation and Support Officer will assist our customers during initial deployment and ongoing use of our software products. The core focus of this post is to help new customer to setup and productively use our software products and to help existing customers resolve and issue or problems that they experience. You will work as part of the HQ team in the London Office but will work with colleagues and partners across the organisation to support our operations globally. You will be line managed by the CTO and will be expected to work on a mixture of day to day operational tasks as well as owning some well-defined and longer running projects. The Role: Act as a point of contact for a customer through their implementation Provide training and technical support for customers Liaise with the Technical Support / Development teams to scale and track progress on issues Support the prioritisation and management of issues and development requests Wide ranging role requiring significant customer contact Help co-ordinate the activities of the customer Helping to collect digital assets and the work of our technical delivery team through a well-defined process Responding to customer calls Email and working with the technical team to resolve customer issues Develop and improve self-service support material such as a regular customer newsletter, online help, manuals and FAQs. Key Duties & Responsibilities Sales & Marketing Support set up of evaluation users and pilots for prospective customers Product Management Assist in the collection and documentation of customer requirements and new features for the product set Technical Delivery Provide support in development and execution of test plans for new releases of products Customer Installation Provide support and co-ordination of customer installation activities including collection of required data asset, set up of customer environment testing and training. Assist in development of training and support materials for customers Complete configuration of customer environments and user access Support & Operations Log and resolve where possible any customer support calls or emails escalating these where necessary Assist in improving support material such as FAQs and help pages and communication of best practices and product tips and set up of user groups Maintain customer office pages and information websites as required Software Implementation and Support Officer - Job Description Central London £25,000 - £40,000 If this sounds of interest, please give me a call on 0117 428 0600 or drop your CV to Hattie at This job was originally posted as