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

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