Software Support Agent

My client are an expanding company, developing sales and manufacturing ERP solutions for the architectural glass market worldwide. They are looking for a new member of their growing support team. They are a customer focused company, making support a very important role within the business. A successful applicant will ensure users get a prompt, courteous and professional service. This is an exciting role which puts you at the front line of the company, helping our customers get the most from their software.

As a successful Software Support Agent you will be responsible for:

• Triage user queries to ensure the required information is provided to find a resolution.
• Communicate with users to gather further information, provide solutions and redirect non-support requests.
• Manage problems by collating similar tickets and communicating root cause, work arounds and resolutions.
• Produce reports on the types and categories of support tickets.
• Work with the Software Development Managers and Business Analysts to raise user interface improvements to the software.
• Assist with the production of any associated documentation.
• Provide guidance to users on how best to use the system and avoid known issues.

As a successful Software Support Agent you will:

• Have experience and knowledge of SQL and Databases.
• Possess proficient computer skills and be able to learn new systems.
• Experience in a software support role.
• Be friendly, inquisitive and have excellent communication skills.
• Work well within a team.
• Be willing to learn new technology.
• Experience in troubleshooting.
• Be able to adapt to change.

This Web Sales Technical Advisor role is paying a salary dependant on experience of circa £20,000 and have a great benefits package. With the scope to develop, progress and work within a global rapidly growing organisation, my client can offer support and mentoring and you will be part of a fantastic working culture which promotes excellent work/life balance.

This role is based in Redditch and is commutable from Studley, Alvechurch, Solihull, Bromsgrove, Halesowen, Warwick, Birmingham, Kidderminster, Stratford-Upon-Avon, and Droitwich Spa.

If you happen to know someone who may be suitable, please do get in touch as we do operate a referral scheme.