Location: Bourne End (Hybrid: 4 days in the office, 1 day from home)
Contract type: Permanent, Part-time
Hours: 9:30am - 1:30pm, Monday to Friday (20 hours/week)
Reports to: Managing Director
About Us
Marlow Software is a small, family-owned bespoke software development company. We primarily develop software for the heavy goods vehicle (HGV) industry, alongside other software solutions that are nearly ready to bring to market.
About the Role
Marlow Software is looking for a Support Executive to provide support across our full suite of products, both internal and external. This is a part-time role, working 9:30am - 1:30pm each weekday, making it ideal for candidates balancing other commitments such as the school run.
You’ll be the first point of contact for our users, handling support queries via phone and our support ticketing system, as well as contributing to testing for system updates and new products in development.
Key Responsibilities
- Manage the support inbox via our support ticketing system, responding to and resolving user queries in a timely, professional manner
- Answer and handle incoming support calls during working hours
- Log, triage, and elevate issues as needed, ensuring nothing falls through the cracks
- Test system updates and bug fixes across our products before release
- Support testing of new products currently in development (both within and outside the heavy goods vehicle industry)
- Maintain clear records of support interactions and recurring issues
- Build a working knowledge of our products and common user workflows
Person Specification
We'd love to hear from you if you have:
- Experience in a customer service or helpdesk role
- Some exposure to software testing (formal or informal)
- Knowledge of the automotive or heavy goods vehicle industry
Also welcome:
- No prior experience - full training will be provided for the right candidate with strong communication skills and an eye for detail
You’ll need to be:
- A clear, patient communicator, comfortable on the phone and in writing
- Methodical and detail-oriented, particularly when testing
- Comfortable picking up new software systems
- 30 days holiday (including bank holidays), pro-rated to your working pattern - as you’ll work 5 days a week, this equates to 30 days off at 4 hours each (120 hours total)
- Training and development support
- Hybrid working (4 days office, 1 day home)
