Senior Software Support Consultant

We are looking for an experienced software support specialist to take a senior role in fast growing company's client support team. Must have 3+ years client software support experience. Any SQL or other database skills, Advanced Excel, ability to read and troubleshoot code, and analytical problem solving skills are relevant, though not all essential. Lead support of e-learning software that provides job related skills to large prestigious companies via modular online learning. £28k to £32k plus bonus. Hybrid, full time, 3 days in Reading office near train station. Flexible hours around 9am to 5.30pm or 10:30am to 7pm, Mon to Fri.

In the role you will:

• constantly have your finger on the pulse of the support tickets in play, their volume and severity and how they are being managed within the team
• mentor support consultants in support skills
• respond to tickets and expedite resolutions, deal with escalations
• provide users of e-learning software, and their learning co ordinators and managers with excellent support services to help them use the software, resolve bugs or data issues
• use database and advanced Excel skills (V-lookups, Formulae, Pivot tables) to provide timely and accurate data and analyses of training activity
• train the support team members on advanced aspects of the solutions and maintain /enhance training documentation
• ensure support processes and procedures are maintained and continually improved to provide world class service
• liaise with sales, customer success, development and other colleagues to provide excellent customer service

Apply if you have:

• 3 or more years in applications software support ideally at senior level
• able to think on your feet and manage a demanding workload at fast pace
• strong communication skills verbal and written
• ability to co ordinate team efforts to manage a varying workload including peaks of demand
• analytical skills to understand problems, issues and data and resolve client queries
• ideally skills in any of Advanced Excel, SQL databases, and reading and troubleshooting code (Visual Basic (VB) is a plus)
• motivation to develop your career a dynamic fast growing company that is market leading in its niche.

Please contact us with a CV to find out more about this interesting role with excellent career development opportunities in a successful growing company. A cover letter explaining your interest and suitability is a plus.

If you applied to a previous advert with code SD/SSS/0424 you do not need to re-apply.

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