Software Support Engineer - The Business Connection Group : Job Details

Software Support Engineer

Chester

£25,000

This growing business in Chester is looking for a Software Support Engineer to help their clients be successful. You will work hand-in-hand with their clients, providing a world class service and working on issues including API calls, data discrepancies, reporting troubleshooting, account configuration and general problem solving (product related). The Software Support Engineer will be reporting directly to the Head of Support who has very high expectations of delivering a first-class service.

The Software Support Engineer will work on a hybrid basis, Monday to Thursday 8am-4pm and Friday 8am-3pm. The role comes with a fantastic benefits package including gym membership contribution, a company pension scheme, free snacks and drinks, 22 days holiday plus Bank Holidays and working from home 2 days a week.

You'll be responsible for...

• Providing comprehensive end-user product support to new and existing clients via a ticketing system and/OR instant chat as well as online documentation.
• Driving support requests to resolution quickly while being accountable for ticket ownership and client satisfaction.
• Being a gateway to development and product improvement, preparing bug escalations and reproducing customer issues.
• Maintaining an industry leading customer satisfaction rate and reputation with customers.
• Providing support to clients during peak ticket volume between 8am-4pm.

What you'll need...

• Proven experience in delivering first class Customer Service.
• Performance Marketing/Analytics technical experience.
• Bachelor’s degree (or equivalent) in Computer Science / IT.
• Proven experience troubleshooting.
• World-class customer service attitude, with a desire to go over and above expectations.
• You understand that how you deliver feedback makes (or breaks) the customer experience, so you always need to deliver an A-Game.
• You understand the importance of client’s issues and why it matters to them.
• You love working as a team, helping everyone around you, and raising your hand when you need help in turn
• API experience.

KEYWORDS: tickets, 1st line support, helpdesk, customer, client, troubleshooting, API, IT, computer science