Job Title: 1st Line Software Support Technician
Location: Maidstone, United Kingdom
As a 1st Line Software Support Technician, you will provide support service to clients via telephone, email, self-service portal, and chat. You will triage cases, aiming to resolve them at the first point of contact or escalate as necessary. Developing expertise in various software products is also expected.
Responsibilities:
– Provide support to clients via multiple channels
– Perform standard checks and utilize the KnowledgeBase to assist clients
– Identify and handle major incidents appropriately
– Diagnose and provide effective solutions to clients, including proactive instructions
– Log cases handled and proactively address pending cases
– Manage own case load and keep clients informed
– Maintain department case load in accordance with SLAs
– Develop a thorough understanding of software products
– Investigate and resolve issues independently using available resources
– Seek assistance from specialists when needed
– Escalate cases to the 2nd Line Team as required
– Log potential software issues with detailed information
– Contribute to help content for the KnowledgeBase
– Ensure help articles are easily accessible and up-to-date
– Review and update help articles as necessary
– Identify specialization opportunities in software products
– Perform tasks outlined in the Support rota, such as monitoring the Support inbox
– Adhere to GDPR and privacy policies when handling client data
– Represent the company at events and client sites when necessary
– Assist with administrative and technical tasks as needed
– Provide temporary coverage for absent colleagues
Requirements:
– 1 year of software or customer support experience in a fast-paced environment
– Passion for technology and interest in Fintech
– Strong verbal and written communication skills
– Attention to detail
– Problem-solving and analytical skills
– Empathetic, approachable, and friendly demeanor
– Inquisitive nature with the ability to identify problems and propose solutions
– Experience or understanding of accounting or financial audit industry is a plus
If you are interested in this opportunity, please submit your resume and cover letter. We look forward to hearing from you!
