My client is a market leading independent software vendor with years of trading history who service very specific parts of the public sector. Their software is modular with clients choosing to the software as either an end to end solution or as standalone applications. The software is broad and complex and customers require high levels of service and general software support.
The company is looking to expand its Software Support team by appointing a senior software support specialist to aid in delivering this service and helping support the overall team function while standing in for the department head when unavailable.
Key Responsibilities:
1. Assess customer problems and accurately prioritize any follow-up actions, including coordination with the 2nd Line Support, Functional or Technical experts.
2. Answer specific queries regarding the functionality of the products and how they may be used to fulfill particular objectives.
3. Maintain customer databases, including User Administration, User Permissions Updates, and allocation of Licenses.
4. Assist with the Quality Assurance testing of software before release for delivery to customers.
5. Ensure all contact with a customer is recorded in the corporate CRM.
6. Learn and maintain knowledge in the specialist functional areas assigned.
7. Assist in the provision of Managed Services solutions when necessary.
8. Occasionally assist other areas of the business to provide additional resources, such as Training, Sales Activities, or specialist consultancy.
The company offers a long-term career plan to settled and focused individuals who want a structured career path and the ability to move into different areas of the business, including upskilling and multi-skilling. The company offers a great salary and overall package.
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