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.
- Other info: Experience in the rental industry and knowledge of SQL is a plus.
- 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.
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 in Reading employer: Point of Rental Software
Point of Rental Software is an excellent employer that fosters a dynamic work culture where innovation and collaboration thrive. With a strong emphasis on employee growth, we offer comprehensive training and development opportunities, ensuring our team members are well-equipped to tackle technical challenges. Located in a vibrant area, our hybrid work model provides the flexibility to balance professional and personal life, making it a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Software Support Technician - Tier 2 in Reading
✨Join Local Tech Meetups
Get out there and mingle with fellow developers by joining local tech meetups. It’s a fantastic way to meet people who might be working at Point of Rental Software or know someone who does. Plus, you can pick up some trendy tech skills and trends while you're at it!
✨Contribute to Open Source Projects
Show off your coding chops by jumping into open-source projects. Not only does this give you practical experience, but it also gets you noticed in the dev community. You'll create a killer portfolio that speaks volumes about your skills to Point of Rental Software.
✨Tap into Online Developer Communities
Don’t underestimate the power of online developer communities like GitHub, Stack Overflow, and even Reddit. Participate in discussions, share your projects, and build your visibility. We can often find opportunities through these channels that can lead to a full-time gig at companies like Point of Rental Software.
✨Explore Job Boards Specifically for Tech Roles
Keep your eyes peeled on job boards that focus on tech roles. Sites like TechCareers or Stack Overflow Jobs can often have listings for companies like Point of Rental Software that might not show up on broader job sites. Make it a habit to check these regularly, and don’t hesitate to apply directly through our website!
We think you need these skills to ace Software Support Technician - Tier 2 in Reading
Some tips for your application 🫡
Show off your coding skills:When applying for a software engineering role, it's super important to showcase your coding skills. Make sure your CV includes your tech stack, any relevant programming languages you’re comfortable with, and examples of projects you've worked on. If you have a GitHub profile, link it up! We love to see code in action.
Tailor your portfolio:For a full-time role, we’d expect to see some solid examples of your work in your portfolio. Make sure to include at least two or three projects that highlight your problem-solving skills and your ability to work with different technologies. Focus on the projects that are most relevant to the position at Point of Rental Software.
Craft a killer cover letter:Your cover letter is your chance to stand out—make it personal! Explain why you want to work at Point of Rental Software and how your skills align with the role. Show us your passion for software development. We dig enthusiastic candidates who understand the value of collaboration and continuous learning!
Be clear and concise:When it comes to writing your CV and cover letter, clarity is key. Avoid jargon that could confuse us and stick to simple, direct language. Highlight your achievements with quantifiable results where possible, and keep everything easy to read. A well-organised application goes a long way!
How to prepare for a job interview at Point of Rental Software
✨Brush Up on Your Coding Skills
For a full-time software engineering role, it's crucial that we stay sharp with our coding abilities. Expect technical questions that might involve solving problems on the spot or discussing algorithms. Practise on platforms like LeetCode or HackerRank to get comfortable with the types of questions that often come up.
✨Know Your Tools and Frameworks
Make sure we’re well-acquainted with the tools and technologies listed in the job description. Familiarise ourselves with any specific frameworks or programming languages mentioned. If Point of Rental Software uses React or Node.js, for instance, be ready to discuss how we’ve used them in previous projects or coursework.
✨Showcase Your Projects
Bring along a portfolio that highlights our best work. This could be code samples, GitHub repositories, or any side projects we’ve built. Make sure we can talk through our thought process for each project, especially the challenges we faced and how we solved them—this shows our problem-solving skills in action.
✨Prepare for Behavioural Questions
While technical skills are key, full-time positions also require cultural fit. Be ready to discuss our previous experiences and how we handle teamwork, conflict, and deadlines. Brush up on the STAR method—Situation, Task, Action, Result—to clearly articulate our past experiences when discussing how we've contributed to a team.
