Senior Software Support Analyst

  • Category
    Infrastructure - Application Support
  • Location
    Birmingham, West Midlands
  • Salary
  • External Reference
    STSSSA

Senior Software Support Analyst

Software Support / Customer Service / Software Company / Jewellery Quarter / Birmingham

My client, a very successful and rapidly growing software company is looking for a passionate and experienced Senior Software Support Analyst to join the team at their newly refurbished offices in the Jewellery Quarter in Birmingham.

The Senior Software Support Analyst will listen to customer needs and advise them accordingly to ensure they are gaining value from using their software. You will be demonstrating the system to potential customers, on boarding new customers and dealing with pre and post sale enquires.

Key Responsibilities
*Develop and maintain an in-depth understanding of their software and services
*Respond to incoming email, phone and online chat enquiries
*Gain a clear understanding of the customer's business, current processes/system, requirements and timeline
*Demonstrate how the system can meet the customer's requirements and answer customer questions
*Update the CRM database timely and accurately
*On-board new customers into the system
*Provide customer support and training including running webinars
*Create knowledgebase and support content, articles and videos for frequently asked questions and so on
*Feedback ideas and improvements to enhance the customer experience and contribute to the product roadmap

Skills and Experience required:
*Experience in a similar Software Support or Customer Support type role.
*Excellent customer service skills and committed to delivering the best possible customer experience.
*High levels of integrity and always consider the security of the business and customers' data
*Excellent IT skills; you will be proficient in Microsoft Office, in particular Excel and be able to manipulate data.
*Ideally you will also have used a CRM database or other cloud based tools such as Zendesk and GoToMeeting
*Any experience with HR software would be advantageous but is not essential.

This is a great opportunity to join a successful company as they continue to grow. The salary on offer is £26,000 - £30,000 dependent on experience plus some great company benefits.

The offices are based in the heart of the Jewellery Quarter in Birmingham and are easily accessible via public transport.

Software Support / Customer Service / Software Company / Jewellery Quarter / Birmingham
Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Matthew Stone