Technical Support Specialist

Technical Support Specialist, Software as a Service (SaaS) Dynamic and ever-expanding global Software company with customers in over 100 countries. They have developed an award winning Software as a Service (SaaS) solution and in order to stay ahead of their competitors they need to continue to provide practical yet intuitive solutions to business requirements in different countries around the globe. The role of the Customer Success team is to delight, support and give advice to clients with regard to the use of the software system. As the number of customers grow, so too will the number of queries, and this position requires a professional, friendly and effective manner at all times. What you’ll do As a Technical Specialist you'll be a key member of the Customer Success function and will take responsibility for resolving any technical or data issues in the software application, liaising with the Product and Operations Team to provide appropriate information, and analysing the resolution to be implemented. Overview of Key Responsibilities • Effective resolution and prioritisation of customer support requests allocated to you by the Customer Experience Workflow Co-ordinator or escalated by other Customer Experience Specialists. • Where assigned an issue, respond to the customer by email (or telephone if required), within the targeted initial response times, to either resolve the issue or request further information/clarification regarding the issue. • Maintain a high quality of written communication in an agreed style and format. • Application of technical knowledge and experience to support and assist with ticket resolution. • Diagnose the nature of the ticket to determine whether it is a technical issue or a product limitation. • Where necessary, consult with the other Customer Experience Technical Specialists or with the Product and/or Operations team for their input in diagnosing and providing the customer with a resolution to the issue. • Where appropriate, escalating feedback received from customers to ensure the continuous improvement of the Customer Experience, including both the application functionality and the associated internal service delivery platforms. • Attending and assisting with training sessions on in-house software applications and selected areas of the software application. You’ll also: • Regularly demonstrate core values • Apply your Technical knowledge and experience to support and assist with ticket resolution • Provide timely, accurate and helpful responses to customer support tickets as per the agreed targets • Efficiently escalate priority issues to assist in the prompt resolution of these. • Feedback required improvements to the software application and its associated service delivery platform to the Customer Experience Improvement Manager. What you’ll bring with you • Overall high level knowledge of web based technologies • Technical troubleshooting ability • Desktop and network support experience • Basic understanding of SQL databases • Exhibits initiative and advanced customer service skills • Strong interpersonal skills • Diligence and commitment to following through and resolving problems • Initiative and ability to self manage, along with flexibility • Ability to build effective relationships • A proven team player who proactively assists other team members • Excellent oral and written communication Benefits: • You'll own a slice of the business, as you'll get company shares as part of your salary package • pension contributions • e-reward employee scheme • 23 days annual leave • holiday buy back scheme • childcare vouchers etc. etc.. They’ve got table tennis, pool tables, video games, social gatherings, free coffee, soft drinks and fruit – and not to mention modern office spaces. You can leave your suit in the wardrobe, as they all wear smart casual attire around the office. The Recruitment Hub is a recruitment business and agency. These criteria are not age specific and candidates of all ages will be considered. Both our client and The Recruitment Hub are Equal Opportunities Employers We would like to thank you for your interest in this vacancy and hope that you are successful in your application, however if you have not heard from us within two weeks of your application, we must ask you to assume that you have not been selected for interview for this particular role, we do however express the hope that you will apply for future job opportunities with The Recruitment Hub