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- Tasks: Support customers with software queries and provide technical guidance.
- Company: Join a reputable employee-owned software house with over 30 years of success.
- Benefits: Enjoy competitive salaries, pension schemes, share options, and flexible working hours.
- Why this job: Be part of a collaborative culture where your input matters and make a real impact.
- Qualifications: Experience in IT support roles and a genuine customer service focus are essential.
- Other info: Opportunity for growth and development within a thriving company.
The predicted salary is between 30000 - 42000 £ per year.
Education Requirements – Degree Calibre
Industry – Software House
Qualifications – NA
Work Hours – 9-5 – some flexibility required
This role sits within a well-established computer software company, specialising in the development and supply of works / maintenance and asset management systems to local government and utility services sectors. The company has an unrivalled reputation for delivering quality products and services, with a 30+ year history of ethical business practices and consistent profitability.
The company became an employee-owned organisation to foster collaboration and ensure everyone pulls in the same direction. The controlling majority shareholder is a trust in which all employees have an equal share, making employees co-owners with ownership benefits and responsibilities.
The company offers excellent working conditions, competitive salaries, benefits including a pension scheme, and a share option scheme. Having experienced constant growth, they are now recruiting a Software Application Support professional.
The role involves understanding the product range and providing dependable, honest service to customers, leveraging your experience to support team development.
Job Specification
- Provision of response service for customer queries related to bespoke software products and their operation.
- Assessing customer problems and prioritising follow-up actions, coordinating with technical experts as needed.
- Providing advice and guidance on technical difficulties, including recovery from operational failures.
- Answering queries about software functionality and usage objectives, taking ownership of urgent issues, escalating as necessary, and keeping stakeholders informed.
- Maintaining customer records, including hardware, software, and network details.
- Assisting with QA testing of software before release.
- Producing quality material to help customers operate the system effectively.
- Recording all customer contact in the CRM.
- Learning and maintaining knowledge in assigned functional areas.
- Liaising between customers and the Development Team to define product changes.
- Supporting Managed Services solutions when requested.
- Performing additional tasks such as training, sales activities, or consultancy as needed.
What we are looking for:
- Experience supporting customers over the phone in an IT domain.
- Previous experience in IT Support, Application Support, Systems Support, Technical Support, Helpdesk, or Service Desk roles.
- Genuine customer service focus.
- A long-term career approach.
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Software Application Support - FALKIRK - REF 740 employer: Interface Recruitment UK
Contact Detail:
Interface Recruitment UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Software Application Support - FALKIRK - REF 740
✨Tip Number 1
Familiarise yourself with the specific software products that the company offers. Understanding their features and common issues can help you stand out during interviews, as you'll be able to demonstrate your knowledge and readiness to support customers effectively.
✨Tip Number 2
Highlight any previous experience in customer service roles, especially in IT support. Be prepared to share examples of how you've successfully resolved customer issues, as this will showcase your genuine customer service focus, which is crucial for this position.
✨Tip Number 3
Network with current or former employees of the company on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach and questions during the interview process.
✨Tip Number 4
Prepare to discuss your long-term career goals and how they align with the company's employee-owned structure. Showing that you're committed to growing with the company can make a positive impression on the hiring team.
We think you need these skills to ace Software Application Support - FALKIRK - REF 740
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and application support roles. Emphasise any customer service skills and technical knowledge that align with the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the software industry. Mention specific experiences where you've successfully resolved customer issues or improved processes.
Highlight Relevant Skills: In your application, clearly outline your skills related to software functionality, troubleshooting, and customer communication. Use examples to demonstrate how you've effectively supported customers in previous roles.
Show Enthusiasm for Employee Ownership: Express your interest in the company's employee-owned structure. Discuss how you value collaboration and being part of a team that shares ownership and responsibility, as this aligns with their company culture.
How to prepare for a job interview at Interface Recruitment UK
✨Showcase Your Customer Service Skills
Since the role requires a genuine customer service focus, be prepared to discuss your previous experiences in IT support. Share specific examples of how you've successfully resolved customer queries and maintained a positive relationship with clients.
✨Understand the Product Range
Familiarise yourself with the company's software products and services before the interview. This will not only help you answer questions confidently but also demonstrate your interest in the role and the company.
✨Prepare for Technical Questions
Expect to face technical questions related to application support and troubleshooting. Brush up on common issues and solutions in the software domain, and be ready to explain your thought process when diagnosing problems.
✨Emphasise Team Collaboration
As the company values collaboration due to its employee-owned structure, highlight your ability to work well within a team. Share examples of how you've contributed to team success and supported colleagues in previous roles.
