Software Support

Location
England, Cambridgeshire, St. Ives
Salary
£20000 - £25000 per annum
Posted
16 May 2019
Closes
30 May 2019
Ref
00095351
Contact
Recruitment Genius Ltd
Sector
IT
Contract Type
Permanent
Hours
Full Time
Do you want to be part of a rapidly growing global software company striving to be the best in the industry?

We are looking for someone who is passionate about providing customers with technical support to join our 1st Line Support team. If you have experience in managing and resolving customer issues through to resolution and you are looking for a friendly and vibrant office environment, this is the role for you.

You will use your knowledge and experience to investigate and gather information about customers' queries, understanding their business and processes, assessing and diagnosing the severity of problems/issues and taking ownership of escalations.

Responsibilities
- Provide excellent phone, email, chat and case orientated support to a diverse range of customers, to reassure, gather information, set expectations and provide the appropriate resolutions or responses
- Take ownership of problems, and be dedicated to providing solutions for our clients
- Provide input into the ongoing maintenance of our online support system, and into the enhancement of our customer support procedures
- Use internal systems for logging calls, tickets, chats, and to manage escalations
- Report on customer support issues and opportunities, and provide feedback on how to enhance training programs
- Contribute, question and share knowledge with internal teams for product improvement

Requirements
- Strong troubleshooting/problem solving skills
- Effective questioning skills
- A Good understanding of business processes and experience working within small-medium sized trade businesses is preferable.
- An understanding of call logging & helpdesk experience
- Business and accounting knowledge is highly desirable, as is a strong understanding of cloud based technologies and systems.
- Eagerness and enthusiasm to learn, with an ability to learn quickly
- Polite and friendly telephone manner, preferably with call centre experience
- Strong communication, negotiation and relationship building skills
- Ability to work effectively under pressure and to perform well in a team dynamic
- Ability to handle multiple priorities & changing schedules
- Good personal time management & organisational skills

The ideal candidate will have worked in a similar call logging and helpdesk environment and have a solid understanding of cloud-based software adoption and trouble-shooting processes.

It's important to note that experience in the above areas would be preferred, it will be secondary to finding the person with the right determination, attitude and overall suitability.

If you'd like to join a fun and progressive organisation with room to develop your career in a growing global organisation, then please apply with a copy of your CV.

Please note: no agencies will be accepted in the recruitment of this role. They would like to take this opportunity to thank all candidates for their application. Only candidates who meet the criteria above will be contacted for an interview.

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