Graduate Software Support – 1st Line

Graduate Software Support – 1^st Line

• £20,130 pa
• Based in Sheffield
• Excellent Company Benefits

THE OPPORTUNITY

We are searching for a graduate who has solid problem-solving and technical resolution abilities to join our client’s software product support team. As you will be the first line of support, the ability to communicate well in all formats is key, as you will be delivering reliable and effective solutions to their clients over the phone, via email or live web chat.

You will be someone who understands operating and database systems and as you will own all resolutions (only escalating where necessary), you will have a natural aptitude when it comes to identifying problems and troubleshooting technical issues. Our client has a commitment to the delivery of exceptional customer experience so the ability to learn quickly about their products and our client’s business will be very important.

Your key responsibilities will include:

• Assisting clients with the resolution of any technical issues via telephone, email, and live web chat within a reasonable response time.
• Logging of all communications and client support cases via an internal CRM system.
• Assisting with client adoption and education – advising on product functionality.
• Passing any client feedback onto the development team.
• Assisting with internal and external projects.
• Data preparation and verification for importing/exporting between systems.
• Product testing against specification.

OUR CLIENT

Our client is a market leader in its area of expertise, providing innovative/solution driven software to some of the biggest names in a highly regulated industry sector. This is a company that has fully embraced changes and has in fact led the way in terms of developing technological advances which now support those who operate within this sector. As a result, our client is one of the most respected and fastest growing companies in their field. Due to their continued growth and, in spite of the pandemic, we have been asked to identify a graduate software support individual who will be offered the chance to create a career in this exciting field they already have a passion for.

SKILLS AND REQUIREMENTS

• A computing/technical related degree would be desirable but not essential (our client will consider candidates who are self-taught or who have studied at college)
• Highly IT literate (CRM/Microsoft Excel/Databases/O365)
• Previous experience in a software customer support role would be desirable but is not essential
• The ability to deal with stakeholders at all levels is extremely important
• An understanding of various operating systems and browsers, including troubleshooting skills
• The ability to prioritise own workload, and to multitask effectively
• An understanding of Microsoft SQL Server would be desirable but is not essential

This is an exciting opportunity for an individual with the relevant experience to join a company who will truly value your input. 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. If you feel you are suitable, please apply today or if you would like to discuss this opportunity further, please contact Jonny McPartland or Matt Pallister directly.

Thank you for taking an interest in the role advertised. We’d like to confirm that each CV received is read thoroughly by a trained consultant.  If we have not contacted you within 5 working days of your application, please understand that the CV received, and the information provided does not meet the requirements of the role. However, if you wish to speak to the named consultant about your application, please feel free to contact us directly. 

With regards to the ongoing Coronavirus (Covid-19) situation, like all responsible businesses we are continuing to monitor the situation and to act in accordance with Government guidelines. Please note that whilst we are having to adapt our services, we continue to work closely with our employer and candidate clients to ensure that resourcing and job sourcing requirements continue to be met in line with our strict professional standards. In the interests of health and safety, we will continue to carry out all forthcoming interviews with our candidates via video interview until further notice.