This role will involve providing support and technical advice to software users for SaaS software solutions including a business management tool and a safe control of operation work system.
The individual in this role will provide both 1 st and 2 nd line support, collecting and analysing information of a users time-sensitive issues and troubleshooting during a support call to get their work rolling immediately, or working with the development team to solve more technical and time consuming issues that cant be solved over the phone.
This will require you to be involved in our software development process to ensure that you have specialist knowledge on the systems to be able to analyse whether the issue is on the user side or whether they have uncovered a bug in the system.
Key responsibilities
Taking calls from users to gather information on their issue/query and identifying how to solve the problem
Logging all users issues in our support system and keeping users updated with progress on a ticket
Generating weekly reports on issues reported and solved
Ensure that all SLASs are met and reporting on potential threats to SLA compliance
Identifying common user issues and reporting to the development team with suggestions for possible modifications to the software to streamline the user experience
Identifying that an issue can not be solved over the phone and escalating it as a more complex issue
Analysing more technical issues and working with our product managers and development team to produce a solution
Learning the systems and being involved in development meetings to ensure you are up to date any updates being made
Development, management and updating of training and user materials
About you
The right individual for this role would have:
Experience working in a service desk capacity would be advantageous
Excellent customer service skills and telephone manner
Ability to learn and pick up software applications easily
Organisational skills
Experience working as part of a team
Benefits
Competitive salary
33 days annual leave (Options to use these for bank holidays or not)
Pension scheme
Hybrid working arrangements
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