Education Requirements -

Degree CalibreIndustry -

Software HouseQualifications -

NAWork Hours -

9-5 - some flexibility requiredThis role sits within a well-established computer software company, specialising in the development and supply of works / maintenance and asset management systems to local government and utility services sectors. The company has an unrivalled reputation for delivering quality products and services, with a 30+ year history of ethical business practices and consistent profitability.The company became an employee-owned organisation to foster collaboration and ensure everyone pulls in the same direction. The controlling majority shareholder is a trust in which all employees have an equal share, making employees co-owners with ownership benefits and responsibilities.The company offers excellent working conditions, competitive salaries, benefits including a pension scheme, and a share option scheme. Having experienced constant growth, they are now recruiting a Software Application Support professional.The role involves understanding the product range and providing dependable, honest service to customers, leveraging your experience to support team development.Job Specification

Provision of response service for customer queries related to bespoke software products and their operation.Assessing customer problems and prioritising follow-up actions, coordinating with technical experts as needed.Providing advice and guidance on technical difficulties, including recovery from operational failures.Answering queries about software functionality and usage objectives, taking ownership of urgent issues, escalating as necessary, and keeping stakeholders informed.Maintaining customer records, including hardware, software, and network details.Assisting with QA testing of software before release.Producing quality material to help customers operate the system effectively.Recording all customer contact in the CRM.Learning and maintaining knowledge in assigned functional areas.Liaising between customers and the Development Team to define product changes.Supporting Managed Services solutions when requested.Performing additional tasks such as training, sales activities, or consultancy as needed.What we are looking for:

Experience supporting customers over the phone in an IT domain.Previous experience in IT Support, Application Support, Systems Support, Technical Support, Helpdesk, or Service Desk roles.Genuine customer service focus.A long-term career approach.

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