Software Support Analyst x2

  • Category
    Infrastructure - 2nd Line Support Engineers
  • Location
    Birmingham, West Midlands
  • Salary
  • External Reference
    STSSA

Software Support Analyst

Software Support / Customer Service / 1st Line / 2nd Line / Birmingham City Centre / Permanent

My client, a very successful and growing Software Company is looking to recruit two Software Support Analysts to work in their Customer Success Team at their Head Office in Birmingham City Centre.

I'm for people who will share their passion for exceeding expectations when supporting customers in using their software. If you get a sense of satisfaction from dealing with queries and troubleshooting issues through to completion, then I'd like to hear from you!

Key Responsibilities:
*Develop and maintain an in-depth understanding of the clients software and services.
*1st and 2nd line support - respond to incoming email, phone and online chat enquiries.
*Take ownership of queries which may need to be passed over to the product team and keep the customer updated.
*Update the CRM database timely and accurately.
*Onboard new customers into their software systems.
*Provide customer support and training including running webinars.
*Create knowledge base and support content, articles and videos for frequently asked questions
*Feedback ideas and improvements to enhance the customer experience and contribute to the product roadmap.
*Collaborate with colleagues in different functions to produce marketing and training materials.

Key Skills and Experience required:
*Previous customer support experience in an IT software environment is essential.
*Excellent customer service skills - you will be committed to delivering the best possible customer experience and exceed customer expectations.
*You will display high levels of integrity and always consider the security of our business and our customers' data.
*Excellent interpersonal skills - you will be able to build and maintain relationships with people at all levels, both internally and externally.
*Excellent written and verbal communication skills - you will be fluent in English, have a good telephone manner and communicate professionally via email.
*Accountability - you will take ownership of issues and follow up both internally and externally to ensure a resolution.
*Personal development - you won't be phased by self-directed learning and will be able to identify areas in which you would benefit from additional training and support.
*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 JIRA and GoToMeeting.
*Confidence to put forward continuous improvements or question the status quo in a professional manner.

This is a full time position, Monday - Friday from 9:00am - 5:30pm in Birmingham City Centre. The offices are within walking distance of both Birmingham New St and Birmingham Snow Hill train stations.

For the right candidates my client is offering a salary of £24,000 - £30,000 dependant on experience plus some great company benefits.

Please apply ASAP to be considered!

Software Support / Customer Service / 1st Line / 2nd Line / Birmingham City Centre / Permanent
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