Job description
Software Support Technician
Up to 40k, London + remote working options
My client is a leading provider of Superfast Internet, Wi-Fi and Workspace Management Software. They are going through a period of growth as they bring a new core product to market in the next 6 -12 months and as such are hiring for a software tester to join the development team. You will be involved in testing all software written by the dev team and assuring coding standard and expectations are met throughout the project.
We seek a high-calibre individual to join our team as a support technician, providing end user product support to our growing client base, and general support for the internal project team. You will be primarily responsible for managing support for our SAAS CRM & Billing Platform, taking support tickets from customers, triaging, and investigating issues. You will provide end user help or escalation of an issue, agreeing priorities, and setting realistic expectations of resolution with customers. You will be managing timely external communication, to keep end users updated, and internal communication by liaising daily with engineering, to clearly communicate issues and flag priorities of bugs etc.
Key Skills:
- Proven experience in providing software support in a helpdesk environment or other relevant experience in a customer service oriented and customer facing environment.
- Ability to deliver a high standard of customer service and written and verbal communication.
- The ability to problem solve and use own initiative.
- Ability to think laterally under pressure.
- Attention to detail.
- Experience in working to SLA to resolve issues and using a helpdesk ticketing system.
Beneficial skills:
- Excel
- MySQL
Benefits package:
- 25 days holiday plus 3 days at Christmas (plus bank holidays)
- Private Medical insurance (and flu jabs)
- Death in Service benefits
- Pension with mutual 4.5% contribution
- Individual development and training programme
- Discounts with our sister Hotel company
To apply or hear more about this opportunity please contact SamStocks@SpectrumIT.co.uk or call 02380 765 304
