Overview
An innovative and rapidly-growing software business based in Euston are looking for a technically-minded graduate to provide support to their clients.
Salary: up to £23,000
The Role
- Client facing software support. Manage key client accounts to ensure customer requirements are understood, demands met and issues dealt with and resolved effectively and promptly
- Answer support queries via phone and email
- Logging of customer requests and incidents
- Monitor client’s performance against SLAs and internal targets
- Diagnosing and rectifying technical problems and queries where possible resolving at first call
- Logging and escalating calls where required, ensuring communication back to the client
- Working with management on escalated tickets
- Testing software functionality and contributing towards the quality of the product
- Creating and reviewing help files and user guides to assist clients using the application
Key Skills/Experience
- Confident user of Microsoft Office suite
- Be a natural communicator with the ability to pitch ideas, and confidence speaking to many different people at all levels. Presentation skills will be advantageous
- Knowledge of web development languages e.g. HTML, PHP, CSS JavaScript will be advantageous but not essential
- Approaches to troubleshooting and problem solving in a technical environment
- Clear verbal and written communication skills in a client facing environment
- Any experience of using CiviCRM as well as Drupal CMS would be an advantage but not essential