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- Tasks: Support customers with advanced software troubleshooting and provide exceptional service.
- Company: Join Point of Rental, a top-rated company dedicated to innovative rental software solutions.
- Benefits: Enjoy a flexible work environment and be part of a recognised best workplace.
- Why this job: Make a real impact on customers' lives while growing your technical skills in a supportive culture.
- Qualifications: 5+ years in technical support, with a degree in Computer Science or related field required.
- Other info: Experience in the rental industry and with Point of Rental Software is a plus.
The predicted salary is between 36000 - 60000 £ per year.
Point of Rental provides effective rental software by offering innovative products to our customers. We take pride in our customers and helping them reach their business goals. Our company empowers you, giving you the freedom and flexibility to take on new challenges. We build high-quality software that impacts our customers\’ lives daily. More than just a software company, we have a passion to positively impact and give back to communities near and far.
Point of Rental was honored as one of Inc. 500’s Best Places to Work in 2024! This recognition highlights our commitment to fostering a positive and engaging work environment.
Role Description
As a Software Support Technician – Tier 2, you will support customers using Point of Rental software. The primary role of the Tier 2 Support Technician is to deliver an exceptional experience to our customers. A qualified technician thrives on going above and beyond in every interaction and will be the primary voice of POR to our customers.
Key Responsibilities
- Advanced Troubleshooting: Diagnose and resolve complex software issues that Tier 1 support cannot handle, utilizing in-depth technical knowledge and analytical skills.
- Technical Support: Provide support for software applications, including installation, configuration, and upgrades. Address bugs, performance issues, and user inquiries. Respond to customer requests for assistance.
- Use knowledge and skills to address customer needs and resolve basic problems within existing specifications and standards.
- Provide an exceptional customer experience demonstrating excellent communication skills, responsive follow-through, and advocacy for customer issues within the support team and other internal departments.
- Provide thorough and complete case notes and documentation of customer issues.
- Analyze customer problems and research solutions using the software knowledge base.
- Diagnose customer issues through process of elimination by asking probing questions.
- Document issues appropriately based on existing guidelines.
- Escalation Management: Act as a point of escalation for Tier 1 support staff, ensuring issues are resolved efficiently and promptly.
- Collaboration: Work closely with development teams to identify and address software issues. Provide feedback for continuous improvement.
- Training and Mentoring: Assist in training Tier 1 support technicians and contribute to support documentation and knowledge base articles.
- System Monitoring: Monitor software performance and stability. Implement proactive measures.
Education & Experience
- Experience: Minimum of 5 years in a software or technical support role, with a focus on Tier 2 or higher-level support.
- Technical Skills: Strong knowledge of software troubleshooting techniques, operating systems, applications, SQL, servers, and on-premises software.
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
Desired Qualifications
- Experience in the Rental Industry.
- Experience using Point of Rental Software Syrinx.
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Software Support Technician - Tier 2 employer: Point of Rental Software
Contact Detail:
Point of Rental Software Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Software Support Technician - Tier 2
✨Tip Number 1
Familiarise yourself with Point of Rental Software Syrinx. Understanding its features and common issues will give you a significant edge during the interview process, as you'll be able to demonstrate your knowledge and readiness to tackle customer queries.
✨Tip Number 2
Brush up on your troubleshooting techniques, especially for software applications. Being able to articulate your problem-solving process and share examples of how you've resolved complex issues in the past will showcase your expertise and confidence.
✨Tip Number 3
Highlight your experience in customer service during your interactions with us. Since the role focuses heavily on delivering exceptional customer experiences, sharing specific instances where you've gone above and beyond for customers will resonate well.
✨Tip Number 4
Network with current or former employees of Point of Rental if possible. They can provide insights into the company culture and expectations, which can help you tailor your approach and questions during the application process.
We think you need these skills to ace Software Support Technician - Tier 2
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in software support, particularly any Tier 2 roles. Emphasise your technical skills, especially in troubleshooting and customer service, as these are crucial for the position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for helping customers and your commitment to delivering exceptional service. Mention specific experiences where you went above and beyond to resolve customer issues, showcasing your problem-solving abilities.
Highlight Relevant Experience: When detailing your work history, focus on your experience in software or technical support roles. Include any specific instances where you diagnosed complex issues or collaborated with development teams to improve software performance.
Showcase Your Technical Skills: Be sure to list your technical skills prominently, including knowledge of SQL, operating systems, and any experience with Point of Rental Software Syrinx. This will demonstrate your capability to handle the technical demands of the role.
How to prepare for a job interview at Point of Rental Software
✨Showcase Your Technical Skills
Be prepared to discuss your technical knowledge in detail, especially around software troubleshooting techniques and SQL. Highlight any relevant experience you have with operating systems and applications, as this will demonstrate your capability to handle the Tier 2 support role effectively.
✨Demonstrate Customer-Centric Attitude
Since the role focuses on delivering an exceptional customer experience, share examples of how you've gone above and beyond for customers in previous positions. This will show that you understand the importance of customer satisfaction and are committed to providing top-notch support.
✨Prepare for Problem-Solving Scenarios
Expect to be presented with hypothetical customer issues during the interview. Practice articulating your thought process for diagnosing and resolving complex software problems, as this will showcase your analytical skills and ability to think on your feet.
✨Familiarise Yourself with Point of Rental Software
If possible, take some time to learn about Point of Rental Software Syrinx before the interview. Understanding the product will not only help you answer questions more effectively but also demonstrate your genuine interest in the company and its offerings.
