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For Companies At a Glance
- Tasks: Support customers using Point of Rental software and resolve complex issues.
- Company: Join a leading software provider in the equipment rental industry.
- Benefits: Enjoy a full-time role with opportunities for growth and development.
- Why this job: Be the voice of customer support and make a real impact on user experience.
- Qualifications: 5+ years in technical support, strong troubleshooting skills, and a relevant degree.
- Other info: Experience in the rental industry and knowledge of SQL is a plus.
The predicted salary is between 36000 - 60000 £ per year.
Role Description
As a Software Support Technician – Tier 2, you will be supporting customers using Point of Rental software. The primary role of the Tier 2 Support Tech is to deliver an awesome experience to our customers. A qualified Technician thrives on going above and beyond on 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.
- Address customer needs within existing specifications and defined standards.
- Provide an exceptional customer experience with excellent communication, 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 timely resolution.
- Collaboration: Work closely with development teams to identify and address software issues and 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 and 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, and applications. Experience with SQL. Experience with servers and on-premises software.
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent.
Desired qualifications
- Experience in the Rental Industry
- Experience using Point of Rental Software Syrinx
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Information Technology
Industries
- Software Development and Equipment Rental Services
Note: This listing excludes irrelevant boilerplate and community postings included in the original description and retains the core role information and requirements. This posting does not imply that the position is closed unless explicitly stated.
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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, especially the Syrinx system. Understanding its features and common issues will give you a significant edge during interviews and help you demonstrate your proactive approach to customer support.
✨Tip Number 2
Brush up on your SQL skills, as they are crucial for diagnosing and resolving software issues. Consider working on sample databases or projects that allow you to practice writing queries, which can be a great talking point in your discussions with us.
✨Tip Number 3
Prepare to showcase your problem-solving abilities by thinking of specific examples where you've successfully resolved complex technical issues. Being able to articulate your thought process will impress us and highlight your analytical skills.
✨Tip Number 4
Network with current or former employees in the software support field, particularly those who have experience with Tier 2 roles. They can provide valuable insights into the company culture and expectations, helping you tailor your approach when applying through our website.
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 SQL, as well as any experience with Point of Rental software.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to resolve complex software issues. Mention specific examples from your past experiences where you went above and beyond for customers.
Highlight Relevant Experience: In your application, clearly outline your experience in the rental industry and any familiarity with Point of Rental Software Syrinx. This will demonstrate your understanding of the specific challenges faced by customers in this sector.
Showcase Communication Skills: Since excellent communication is key for this role, provide examples of how you've effectively communicated with customers and collaborated with teams in previous positions. This could include mentoring others or documenting processes.
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. You might be asked to solve a hypothetical problem during the interview, so brush up on your analytical skills and be ready to demonstrate your thought process.
✨Emphasise Customer Experience
Since the role focuses on delivering an awesome customer experience, share examples from your past where you went above and beyond for a customer. Highlight your communication skills and how you advocate for customer issues within a team.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of situations where you had to diagnose complex issues or manage escalations, and be ready to explain your approach and the outcome.
✨Familiarise Yourself with Point of Rental Software
If you have experience with Point of Rental Software, make sure to mention it. If not, do some research to understand its functionalities and common issues users face. This will show your initiative and readiness to engage with the product.
