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For Companies At a Glance
- Tasks: Support clients by resolving software queries and ensuring excellent customer service.
- Company: Join William Martin, a leader in health and safety compliance solutions.
- Benefits: Enjoy 25 days leave, a pension scheme, gym discounts, and more!
- Why this job: Be part of a team that values people and fosters career growth.
- Qualifications: Customer service experience and strong IT skills are essential.
- Other info: Office-based role in St Ives, Cambridgeshire with a supportive work culture.
The predicted salary is between 23400 - 29280 £ per year.
Software Support Specialist
William Martin
Job Description
About Us
William Martin, part of the wider SRC division, is at the forefront of revolutionising health and safety compliance solutions. With a mission to foster compliance, resilience, and success, we take pride in being the go-to partner for businesses navigating the complexities of regulatory landscapes.
Our dedicated team of professionals merges deep industry knowledge with cutting-edge tools, ensuring that our clients receive tailored support to meet and exceed compliance standards.
Join us in crafting a future where compliance is more than just a necessity; it\’s the bedrock of sustainable and flourishing businesses. William Martin Compliance is not just your safety partner but also your pathway to success.
About the Role
The purpose of the Helpdesk is to ensure that our clients receive the best possible service from our dedicated software Helpdesk Team supporting our in-house Property Risk and Compliance Management System. Reporting to the Helpdesk Manager, you will be responsible for resolving customer queries within the allotted SLA.
Key Duties:
- Undertaking Helpdesk Duties consisting of but not limited to the following:
- Monitor incoming requests through the Helpdesk channels: Email, telephone, and chat.
- Respond to Helpdesk requests within the required SLA.
- Progress and resolve all tasks in line with Helpdesk procedures and SLAs.
- Contribute to Team and Customer knowledge base.
- Prepare customer reports.
- Conduct data analysis.
- Investigate system errors.
- Test new system functionality.
- Providing excellent customer service ensuring all Helpdesk tasks are completed to the customer’s satisfaction.
- Support our clients’ software customisation and provide a knowledge base to their end users to enable maximum functionality.
- Maintain good communications at all times with your team members and colleagues within the business who utilise the support of the Helpdesk.
- Maintain system competence by ensuring you remain up to date with changes and developments in system functionality, guidance, and best practice support.
- Promote system knowledge, identify repetitive requests, and investigate system errors.
- Promote and identify opportunities to improve the excellent service standards of William Martin Compliance.
- Exercise client cultural awareness and sensitivity.
- Attend meetings and training as required.
- Complete ad-hoc requests as suitable to your ability and required by the Helpdesk.
What You Will Need
Personal Attributes:
- Professional and competent, able to communicate effectively.
- Organised and punctual with sound work ethics.
- Honest, trustworthy, and able to work with integrity.
- Customer-focused with excellent communication skills – listening, speaking, and writing – able to build relationships with both customers and colleagues.
- Positive can-do attitude.
- Able to relay knowledge to others.
- Patient and able to remain calm in difficult situations.
Essential:
- Experience in a customer-facing Helpdesk.
- Excellent IT skills and able to use Microsoft Office.
- Excellent interpersonal skills.
- Ability to work on own initiative and as part of a team.
- Proactive approach to problem-solving.
Desired:
- Knowledge of property management/facilities management.
- Previous use of Meridian software.
- Use of Helpdesk ticket software.
Why Join Us?
People are at the heart of everything we do. By putting people first, we invest more in developing them alongside creating career growth opportunities and advancement across the division. It is our priority to ensure our employees feel valued and inspired, and we commit to supporting you every step of the way.
Our clients expect the best from us, and we expect the same from our colleagues. This is why we offer a wide range of fantastic benefits to support you in both your personal and professional life.
Benefits:
- Location: St Ives, Cambridgeshire, Office Based
- Salary: £23,400 per annum
- 25 days annual leave plus bank holidays
- Contributory pension scheme
- Voluntary private medical
- Simply health care plan
- Gym and retail discounts
- Cycle to work scheme
- Quarterly charity days
- Religious holiday swap
- Employee assistance programme
- Life learning – online learning materials
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Contact Detail:
william martin Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Software Support Specialist
✨Tip Number 1
Familiarise yourself with the specific software and tools mentioned in the job description, especially the Property Risk and Compliance Management System. Understanding how these systems work will give you an edge during interviews and show your proactive approach.
✨Tip Number 2
Highlight your customer service experience by preparing examples of how you've successfully resolved issues in previous roles. This will demonstrate your ability to handle Helpdesk duties effectively and align with the company's focus on excellent customer service.
✨Tip Number 3
Research William Martin and its mission to understand their values and culture. Being able to articulate how your personal attributes align with their goals will make you a more appealing candidate.
✨Tip Number 4
Prepare to discuss your problem-solving skills and provide examples of how you've approached challenges in the past. This role requires a proactive approach, so showcasing your ability to think critically will be beneficial.
We think you need these skills to ace Software Support Specialist
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to understand the key responsibilities and required skills for the Software Support Specialist position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your relevant experience, particularly in customer-facing roles and Helpdesk environments. Use bullet points to make it easy to read and focus on achievements that demonstrate your problem-solving skills.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight specific experiences that showcase your customer service skills and ability to work under pressure, as well as your familiarity with IT systems and software.
Proofread Your Application: Before submitting your application, take the time to proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for the role.
How to prepare for a job interview at william martin
✨Know the Company Inside Out
Before your interview, make sure you research William Martin thoroughly. Understand their mission, values, and the specific services they offer in health and safety compliance. This will help you tailor your answers and show genuine interest in the role.
✨Demonstrate Your Customer Service Skills
As a Software Support Specialist, you'll be dealing with clients regularly. Prepare examples from your past experiences where you've successfully resolved customer queries or handled difficult situations. Highlight your communication skills and ability to remain calm under pressure.
✨Familiarise Yourself with Relevant Software
If you have experience with Meridian software or Helpdesk ticket systems, be ready to discuss it. If not, take some time to learn about these tools. Showing that you're proactive and willing to learn can set you apart from other candidates.
✨Prepare Questions for the Interviewers
Interviews are a two-way street. Prepare thoughtful questions about the team dynamics, company culture, and expectations for the role. This not only shows your interest but also helps you determine if the company is the right fit for you.
