Job Description
About the opportunity:
Are you looking develop or start your career in client services in a software product environment? Have you got creativity and organisational skills that could be applied across a whole spectrum of online client services activities?
Due to the continued success of Jacobs' industry-leading Flood Modeller software, we are seeking a motivated and results-oriented individual who is looking to develop or start their career within a software support environment.
Your goal will be to become experienced and knowledgeable in our products to provide 1st line support to our customers globally. The role will be hands-on and about execution, in a fast-paced environment with opportunity to shape the role. You will utilise industry standard tools to help deliver our superb client support. You will be part of our client support team and will also collaborate with our software development, marketing teams and our own expert users.
Key Responsibilities
You will be the first point of contact for clients through our helpdesk, be that via phone, email or ticketing system
Delight our clients with a friendly, quick and helpful experience
Provide the client with basic remote troubleshooting
Assisting customers by phone in the friendly and efficient manner for which we are known
Responding promptly to client queries and attempt to resolve on the first contact
Escalating support tickets when required
Writing and updating support documentation
Using problem-solving skills to solve sometimes challenging issues
Staying informed on product changes and rapidly learning new product functionality
Identifying bugs reported by customers and adding to bug tracking softwareEssential:
Ability to communicate technical information clearly and effectively
Tech savvy and willingness to learn the digital tools we use to provide client services
Resourceful and ability to show initiative
Capable of working independently and sometimes remotely to deliver objectives
Knowledge of Microsoft Excel, PowerPoint and Word
English GCSE
Desirable:
Knowledge of Flood Modeller or experience of working in software support
Experience of writing and editing technical documentation and guidance
Experience with RoboHelp, Salesforce, ServiceNow, or Flood Modeller
Math, Physics, English, or Geography at A-Level
Why Jacobs?
We clear the way for inventive thinking so you have the support, means and space to deliver the boldest solutions for the extraordinary and every day. Jacobs. A world where you can.
We clear the way for inventive thinking, so you have the support, means and space to deliver the boldest solutions for the extraordinary and every day. Jacobs. A world where you can.
Our Culture:
We're invested in you and your success. Our values stand on a foundation of safety, integrity, inclusion and diversity. We put people at the heart of our business and we truly believe that by supporting one another through our culture of caring, we all succeed. We value positive mental health and a sense of belonging for all employees.
We aim to make inclusion and diversity core attributes of our identity, embedded in all our employment and business practices in all locations. We know that if we are inclusive, we're more connected, and if we are diverse, we're more creative.
Jacobs partners with VERCIDA to help us attract and retain diverse talent. For greater online accessibility please visit to view and access our roles.
As a Disability Confident employer, we will interview all disabled applicants who meet the minimum criteria for a vacancy. We welcome applications from candidates who are seeking flexible working and from those who may not meet all the listed requirements for a role.
If you have any queries regarding the application process, please contact the team here .
Successful candidates will be asked to complete a Baseline Personnel Security Standard Pre-Employment check and will be required to undergo various checks including: Identity, Right to Work; Employment/Education History and Criminal Record. If you are unable to meet this and any associated criteria, then your employment may be delayed or rejected.
Are you looking develop or start your career in client services in a software product environment? Have you got creativity and organisational skills that could be applied across a whole spectrum of online client services activities?
Due to the continued success of Jacobs' industry-leading Flood Modeller software, we are seeking a motivated and results-oriented individual who is looking to develop or start their career within a software support environment.
Your goal will be to become experienced and knowledgeable in our products to provide 1st line support to our customers globally. The role will be hands-on and about execution, in a fast-paced environment with opportunity to shape the role. You will utilise industry standard tools to help deliver our superb client support. You will be part of our client support team and will also collaborate with our software development, marketing teams and our own expert users.
Key Responsibilities
You will be the first point of contact for clients through our helpdesk, be that via phone, email or ticketing system
Delight our clients with a friendly, quick and helpful experience
Provide the client with basic remote troubleshooting
Assisting customers by phone in the friendly and efficient manner for which we are known
Responding promptly to client queries and attempt to resolve on the first contact
Escalating support tickets when required
Writing and updating support documentation
Using problem-solving skills to solve sometimes challenging issues
Staying informed on product changes and rapidly learning new product functionality
Identifying bugs reported by customers and adding to bug tracking softwareEssential:
Ability to communicate technical information clearly and effectively
Tech savvy and willingness to learn the digital tools we use to provide client services
Resourceful and ability to show initiative
Capable of working independently and sometimes remotely to deliver objectives
Knowledge of Microsoft Excel, PowerPoint and Word
English GCSE
Desirable:
Knowledge of Flood Modeller or experience of working in software support
Experience of writing and editing technical documentation and guidance
Experience with RoboHelp, Salesforce, ServiceNow, or Flood Modeller
Math, Physics, English, or Geography at A-Level
Why Jacobs?
We clear the way for inventive thinking so you have the support, means and space to deliver the boldest solutions for the extraordinary and every day. Jacobs. A world where you can.
We clear the way for inventive thinking, so you have the support, means and space to deliver the boldest solutions for the extraordinary and every day. Jacobs. A world where you can.
Our Culture:
We're invested in you and your success. Our values stand on a foundation of safety, integrity, inclusion and diversity. We put people at the heart of our business and we truly believe that by supporting one another through our culture of caring, we all succeed. We value positive mental health and a sense of belonging for all employees.
We aim to make inclusion and diversity core attributes of our identity, embedded in all our employment and business practices in all locations. We know that if we are inclusive, we're more connected, and if we are diverse, we're more creative.
Jacobs partners with VERCIDA to help us attract and retain diverse talent. For greater online accessibility please visit to view and access our roles.
As a Disability Confident employer, we will interview all disabled applicants who meet the minimum criteria for a vacancy. We welcome applications from candidates who are seeking flexible working and from those who may not meet all the listed requirements for a role.
If you have any queries regarding the application process, please contact the team here .
Successful candidates will be asked to complete a Baseline Personnel Security Standard Pre-Employment check and will be required to undergo various checks including: Identity, Right to Work; Employment/Education History and Criminal Record. If you are unable to meet this and any associated criteria, then your employment may be delayed or rejected.
About Jacobs