Senior Software Support Specialist

Do you have at least 3 years functional software support experience, and an ambition to develop your career in a dynamic fast growing company, that is market-leading in its sector? This newly created role in an expanding team entails supporting the support officers in response to tickets and cases, training team members in aspects of the solutions , analysing and fixing data, and ensuring all actions are taken within the team and across the wider company to provide a high level of service and support to clients in global companies. Needs an experienced, fast thinking senior support individual who is responsive to client and colleague needs and able to provide a superlative client experience. Excellent career prospects as the team grows.

Salary around £28k to £32k pa plus annual bonus based on company and individual performance. Hybrid role with 3 days a week in Reading office near train station and town centre. Hours of work flexible around 9am to 5.30pm or 10:30am to 7pm.

In this 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, and step in as needed to improve and expedite resolutions
• ensure client users of e-learning software, their learning co ordinators / managers and your colleagues in customer success are provided with excellent support services and timely and accurate data and analyses
• train the 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
• report to a support manager based offshore and the UK based Head of Services
• produce reports and analyses from technical data providing meaningful information for clients, colleagues and senior management
• when demand dictates, solve tickets and cases where there is a larger than usual backlog
• liaise with sales, customer success, development and other teams across your organisation to provide excellent customer service

You must have:

• 3 or more years in software support ideally at senior level
• agility, able to think on your feet and manage a demanding workload at fast pace
• strong communication skills verbally and in writing to communicate with software users and managers
• determination to provide world class customer service to large scale prestigious global clients
• ability to co ordinate team efforts to manage a varying workload including peaks of demand
• analytical skills to understand problems, issues and data
• a team player attitude to work effectively within the support team and wider company
• motivation to take on opportunities to develop your career a dynamic fast growing company that is market leading in its niche

Skills and attributes(not essential)

experience of e-learning solutions

• experience of supply chain or procurement solutions
• French language skills

Please contact us with a CV to find out more about this interesting role with excellent career development opportunities in a successful growing company.

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