Software Customer Support Advisor

Do you enjoy problem solving and providing exceptional customer service?

Are you an enthusiastic individual with strong communication skills?

Are you passionate about and eager to build a career in tech?

If so, we are searching for high energy, customer-focused, problem-solvers to join our client’s Software Support Team, based in Tamworth.

Due to the nature of our roles, candidates must be a UK Resident residing within the local area. Please note we cannot offer visa sponsorship for overseas candidates.

• £22,000 - £24,000 per annum
• Based in Tamworth – Hybrid Flexibility Available (after probation)
• 25 Days Holiday + Bank Holidays + 1 extra day each year after 2 years (up to 30 days)
• Excellent Working Culture & Career Progression
• Structured 8-week onboarding programme

Key Skills, Competencies & Attributes

• Previous experience in a customer-facing role, preferably within a commercial software support environment.
• Excellent organisational skills, able to work to tight deadlines with a high level of attention to detail.
• An ability to take ownership of your workload and use initiative when problem solving.
• Strong Microsoft Office (Word, Excel, PowerPoint) skills.
• Excellent research diagnostic and troubleshooting skills, able to identify solutions to resolve issues effectively.
• Capable of adapting and demonstrating resilience in relation to evolving business requirements.
• Ideally a technical related degree.
• ITIL experience is desirable.
• Are a UK resident with unrestricted right to work in the UK.

Key Responsibilities

• Building relationships with and taking ownership of your dedicated customer portfolio.
• Providing customers with high quality technical support, advice and guidance.
• Handling customer technical support requests (via email, telephone and web portal)
• Managing all assigned tickets to achieve a prompt resolution, escalating where necessary and providing customers with timely and accurate updates on their ticket progress.
• Managing product releases and enhancements whilst assisting with client adoption and education - advising on product functionality.
• Contributing towards internal and external KPI’s & SLA’s.
• Logging of all communications and customer support cases via an internal CRM system.

This is an exciting opportunity for an individual who is seeking a career within tech. Our client is firmly committed to its people and believes in empowering colleagues to develop and grow in their chosen fields with the support of a strong and focused leadership team who have extensive experience and knowledge they are keen to share.