Software Support Engineer
Location: Chester
Salary: £25,000
Schedule: Monday - Friday / 08:00 - 16:00 (Early finish on Fridays)
My client is a leading SaaS business that has rapidly grown to become a trusted leader in their industry by disrupting traditional services with a progressive approach.
My client is looking for a Software Support Engineer to help their clients succeed. You'll work closely with their clients, providing world-class service while addressing issues such as API calls, data discrepancies, reporting troubleshooting, account configuration, and general problem-solving (product-related).
The successful Software Support Engineer will report directly to the Head of Support, who has high expectations for delivering first-class service.
What you are responsible for:
1. Deliver comprehensive product support to both new and existing clients through a ticketing system, instant chat, and online documentation.
2. Focus on resolving support requests promptly while maintaining full ownership of tickets and ensuring client satisfaction.
3. Serve as a liaison for development and product enhancement, escalating bugs and reproducing customer issues to assist with improvements.
4. Contribute to maintaining my client's industry-leading customer satisfaction and reputation.
5. Provide support during high-ticket volume hours from 08:00 - 16:00.
What you need to succeed:
1. Proven experience in troubleshooting.
2. A customer-centric mindset, always striving to exceed expectations.
3. Strong communication skills with a focus on delivering feedback for a seamless customer experience.
4. Empathy for client concerns and a commitment to resolving issues for both the client and my client.
5. A collaborative attitude with the willingness to support team members and ask for help when necessary.
6. Familiarity with APIs.
To stand out:
1. Demonstrated expertise in providing top-tier customer service.
2. Technical experience in performance marketing and analytics.
3. Bachelor's degree in computer science or information technology.
What You'll Get:
1. Casual dress code.
2. Work from home 2 days per week.
3. Gym membership contribution.
4. Plus, more.
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