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 is not only delivering this service but also helping support the overall team function whilst standing in for the department head when he is unavailable.
The role includes but is not limited to:
Responsibility for assessing Customer problems and accurately prioritising any follow-up actions including, where appropriate, co-ordination with the 2nd Line Support, Functional or Technical experts.
Answering specific queries regarding the functionality of the products, and the way in which they may be used to fulfill particular objectives.
Maintenance of customer databases, including User Administration, User Permissions Updates and allocation of Licenses.
Provision of assistance with the Quality Assurance testing of software, before release for delivery to customers.
To ensure that all contact with a customer is recorded in the corporate CRM.
To learn and subsequently maintain the knowledge in the specialist functional areas to which you have been assigned.
When necessary, to assist in the provision of our Managed Services solutions.
From time to time, in addition to the main support role you may be assigned supplementary tasks. Generally, this will involve assisting other areas of the business to provide additional resources e.g. 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 as such up and multi skilling. The company offers a great salary and general package.