At a Glance
- Tasks: Provide technical support for our award-winning billing software and ensure smooth operations.
- Company: Join Giacom, a leading tech provider supporting over 5,000 partners across the UK.
- Benefits: Enjoy 25 days annual leave, your birthday off, and a flexible dress code.
- Other info: Diversity is key here; we welcome applicants from all backgrounds.
- Why this job: Make a real impact by helping partners solve technical issues and enhance their experience.
- Qualifications: Strong problem-solving skills and experience in a support environment are essential.
The predicted salary is between 30000 - 40000 £ per year.
Supporting a UK-wide network of over 5,000 local, expert technology providers, Giacom makes it really simple for technology resellers and MSPs to access everything they need to create brilliant technology solutions for UK businesses. Giacom’s market-leading platform, Cloud Market, provides one place where partners can procure and manage comms, cloud, hardware and IT products and services, from the world’s leading vendors and service providers.
The purpose of the Software Support Engineer role is to provide dedicated technical support to our partners using our billing software. You will be responsible for diagnosing and troubleshooting technical issues, ensuring that the software operates smoothly and efficiently for our partners. By offering timely resolutions and clear communication, you will help maintain a high level of customer satisfaction.
What You’ll Be Doing
- Provide technical support to partners using our award winning billing software.
- Respond promptly to partner inquiries, ensuring timely resolution in line with KPI’s.
- Collaborate with internal teams to escalate complex issues and facilitate swift responses.
- Maintain detailed records of support interaction and solutions in ZOHO Desk/Zendesk for future reference.
- Identify recurring issues and report them to the relevant teams/persons with the correct level of detail.
- Monitor and manage ticket queues to ensure issues are prioritised and handled effectively.
- Maintain a high level of customer satisfaction (CSAT) through proactive and professional communication with partners.
Skills, Qualifications, And Experience
- Strong problem solving skills and a good understanding of hosted/cloud based software.
- Proven experience working in a support environment.
- Strong communication skills and ability to engage with people possessing various degrees of technical understanding.
- Ability to manage time and prioritise work efficiently.
- A commitment to service improvement with a customer focused attitude.
What’s in it for you?
- Investment in your future career with a variety of learning and development opportunities.
- No dress code - embrace the freedom to bring your whole self to work.
- 25 days annual leave, plus bank holidays. You’ll even get your birthday off, too!
- A pension plan for your future.
- Complimentary refreshments in all our offices.
Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.
Software Support Engineer in Nelson employer: Giacom
At Giacom, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions diversity and innovation. As a Software Support Engineer, you'll benefit from extensive learning and development opportunities, a generous annual leave policy including your birthday off, and a supportive environment where your contributions are valued. Join us in our modern offices, where you can enjoy complimentary refreshments and the freedom to express your individuality, all while making a meaningful impact on our partners' success.
StudySmarter Expert Advice🤫
We think this is how you could land Software Support Engineer in Nelson
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Giacom. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Giacom before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Software Support Engineer in Nelson
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Giacom:Your cover letter is your chance to shine! Tell us why you want to work at Giacom specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Giacom!
How to prepare for a job interview at Giacom
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
