Software Support in Middlesbrough

An innovative cloud-based business management solution, Optix has been providing excellent service to our clients since 2007 and has achieved phenomenal success. We are always ‘rethinking the solution’ and welcome innovative ideas and process improvements from all employees. The company has a great community within the workplace with support guidance and opportunities to gain experience and develop your career.

This role is a blend of technical support and customer service where you will have a first-hand role in enabling our client base to get the most out of the software whilst fixing faults and issues as they arise. This is not your typical service desk role, every day is different, with the opportunity to take ownership of issues through to fruition as well as having direct client contact.

This role would suit someone with an interest in developing a career in customer support with a technical edge. We welcome candidates with strong, transferrable customer service skills. We will provide full training on the technical/software side.

Hours of work: full time 37.5 hours per week between Monday – Friday 08:00 am – 6:00 pm, plus 1 in 6 Saturdays working 09:00 am – 15:00 pm.

Hybrid working with the office available in York. You are required to work from the office 3 days per week.

Key Responsibilities:

• Responsible for the first-line technical support for hardware, software, SaaS application and network-related issues of Optix clients
• Managing client contact via phone and email, aiming to resolve 90% of issues and queries on the same day
• Remotely logging in to the client site to fix common faults or directing the client to resolve the fault themselves
• Take ownership of issues ensuring complete customer satisfaction, consulting with subject matter experts and the wider development team when required
• Attending client visits at local sites may become a part of the role as time goes on. This will be an opportunity to demonstrate the software and services
• Educate new and existing clients on the product via video calls and conferences
• Assist with process improvement, offering new concepts and ideas to benefit the team and company
• Carry out basic User Acceptance Testing (UAT) to ensure system changes meet business requirements prior to release
• Once fully trained, assist with training and mentoring new starters

The ideal candidate will have:

• Previous experience in a 1st line IT Helpdesk/ Service Support or similar technical role is desirable but not essential
• Experience using desktop support tools is desirable but not essential
• A team player who can handle support tickets and troubleshoot first line issues
• Strong and clear communication skills, both written and verbal
• Strong interpersonal skills with the ability to work well as a collaborator as well as an individual
• Good rapport building skills
• Strong problem solving skills with a structured, calm approach under pressure
• A positive attitude to work and customer first mindset
• A desire to develop your skillset
• An interest in gaining exposure to innovative technologies
• The ability to work well under pressure to deadlines and prioritise workload without compromising on quality
• A full UK driving licence

In return, we will provide:

• Learning and development opportunities
• A positive, collaborative working environment
• Regular salary reviews
• Quarterly socials
• Holidays starting at 25 days, increasing up to 30 days, 1 day for each year of service
• Vitality Health
• Life Assurance Policy
• Pension scheme
• Pool/ Table Tennis available in the office
• On-site parking
• Pizza Thursdays on the last Thursday of the month
• Cycle to Work Scheme

Diversity Statement:

Optix Software Ltd is committed to equal opportunities in all aspects of our work. We are committed to treating all colleagues equally regardless of race, gender, disability, age, sexual orientation, religion, or belief. We are committed to equal opportunities in all aspects of our work.