Job Description

Software support engineer required to join my client, a UK based software solutions specialist, providing sector specific software across a large number of professional services sectors.

Role offers a competitive salary, 25 days holiday, healthcare, an annual bonus, free parking.

A flexible combination of both remote and hybrid working (if your location permits)

As part of a team you will provide software support to customers within a specific market sector such as finance, retail, manufacturing, construction or the legal sector

Activities will include but not be limited to the following:

  • Help customers with questions and allow them to get the most out of the software by resolving their queries in accordance with (SLA’s)
  • Provide high-level customer service via chat, telephone or email.
  • Promoting the online Customer Success Portal, including helping customers register
  • Writing, editing, and revising Knowledge Base articles
  • Take initiative and support continuous improvement of customers experience by proactively identifying case trends, researching potential challenges and creating solutions.
  • Also proactively identify any risks to service and the consequences to the business. You will drive and escalate mitigation.
  • Ensure that the quality of the support meets The Customer Service standards by delivering against and exceeding your objectives.

    • Your experience should include a combination of the following:

    External Software Support experience

  • You will have either previous application support experience or a background in customer service and a desire to move into technical support
  • MS SQL Server scripting experience and ability to identify and resolve issues within the data and data structure
  • An ability to grasp technical concepts and new product functionality quickly
  • Flexibility and pragmatism, an ability to self-plan and respond to shifting priorities.
  • You are a role model for best practice and actively promote it. You deliver value to the business, effectively, efficiently and to a high standard
  • A good communicator, confident, clear and warm with a flexible and constructive approach to customers and to the team alike
  • You work at pace, are goal orientated and have a strong delivery focus
  • You remain calm and professional when handling challenging queries
  • Have Enthusiasm in busy periods and ability to work in a team

    • This role will suit a software or application support specialist with either previous application support experience or a background in customer service and a desire to move into technical support.

    ASC Connections Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. We are committed to equal opportunity and diversity.