Software Support Specialist

Location Exeter
Discipline: IT and Technical
Job type: Permanent: Full Time
Salary: up to £25,000 DOE + excellent company benefits
Contact name: Josh Fuller

Contact email: careers@sarahwest.co.uk
Job ref: VR/48
Published: about 2 months ago

​The company:

This role is with a thriving software company in Exeter who are growing rapidly. They’re leaders in their field and have recently won some impressive tenders which will see them working with a number of new clients. Many of their clients are very well-known brands or organisations that operate nationally. ​

They’ve won a number of industry accolades and are trusted by hundreds of clients globally, so it’s probably not surprising to hear that they’re seeing year on year growth. ​

The team:

They’re creating 3 new roles to expand their Software Support team, taking the total size of this team up to 7. It’s a friendly, ambitious and forward-thinking team and a relaxed office atmosphere where every opinion is taken into consideration and discussed. ​

They don’t answer the phones in a machine-like manner and it’s not a call centre environment. They work hard to build relationships and exceed expectations, so it’s a much more personal approach. They strive to grow through client retention and earning referrals. ​

What will this role involve?

You’ll be talking directly with clients via phone, email and webchat to resolve any issues and ensure they receive an outstanding service. This could be things like helping to set up a client on the system, providing training or support with onboarding, or dealing with a report of a bug or issue with the software. You’ll see the support cases through to conclusion, managing and prioritising multiple tasks and keeping the client in the loop at all times. Working in partnership with other departments in the business including the Account Management and Project Management teams, you’ll also share any important information to help ensure everything is joined up. ​

Clients need support beyond standard working hours, so this team work on a rota basis which means there will be some evening and weekend work. ​

Skills and experience we’re looking for:

  • Someone with experience working in a similar role, e.g. Customer Service, Software Support, Technical Support.

  • A confident communicator, excellent phone manner and a real ‘people person’

  • An interest in tech/software is highly beneficial but not essential - there are opportunities to pick up some technical work e.g. basic development or testing tasks for those who want to learn/develop skills in this area

  • Highly organised and able to manage multiple priorities and client requests at one time ​

What will I get in return?

  • Genuine opportunities for progression

  • Strong company benefits including 25 days holiday plus BH, discretionary bonus, training and more

  • Hybrid working - or you can work from the office full-time if you prefer

  • Opportunity to be part of a fast-paced, busy and reputable company

  • A friendly, social team with regular get-togethers, events and outings ​

If you’re interested in finding out more about this role, give us a call for an informal and confidential chat.