At a Glance
- Tasks: Support customers with software issues and deliver exceptional service.
- Company: Join Point of Rental Software, a leader in innovative rental solutions.
- Benefits: Enjoy flexible work options and a positive, engaging workplace culture.
- Other info: Recognised as one of Inc.500’s Best Places to Work in 2024!
- Why this job: Make a real impact on customer lives while growing your tech skills.
- Qualifications: 5+ years in software support; strong troubleshooting and SQL skills required.
The predicted salary is between 36000 - 60000 £ per year.
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.
- Use knowledge and skills to address customer’s needs and resolve basic problems within existing specifications and defined 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 base knowledge of the software
- 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 that issues are resolved in a timely and efficient manner.
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 the development of support documentation and knowledge base articles.
System Monitoring: Monitor software performance and stability. Implement proactive measures.
Education & Experience
Essential Qualifications
- Experience: Minimum of 5 years of experience in a software support 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 work experience preferred.
Desired Qualifications
- Experience in the Rental Industry
- Experience using Point of Rental Software Syrinx
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Software Support Technician - Tier 2 in Luton 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 Luton
✨Tip Number 1
Familiarise yourself with Point of Rental Software and its features. Understanding the software inside and out will not only help you troubleshoot effectively but also demonstrate your commitment to the role during interviews.
✨Tip Number 2
Brush up on your SQL skills, as this is a key requirement for the position. Consider working on sample databases or projects that allow you to practice writing queries and troubleshooting database-related issues.
✨Tip Number 3
Prepare to discuss your previous experiences in software support, particularly any instances where you went above and beyond for a customer. Highlighting these examples will show your potential employer that you align with their commitment to exceptional customer service.
✨Tip Number 4
Network with current or former employees of Point of Rental Software. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
We think you need these skills to ace Software Support Technician - Tier 2 in Luton
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 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 of how you've gone above and beyond in previous roles to enhance customer experiences.
Highlight Relevant Experience:In your application, clearly outline your experience in the software support field, focusing on your problem-solving skills and any mentoring or training roles you've undertaken. This will demonstrate your capability to support both customers and junior staff.
Showcase Your Communication Skills:Since excellent communication is key for this role, provide examples in your application of how you've effectively communicated with customers and collaborated with teams to resolve issues. This could include specific scenarios where your communication made a difference.
How to prepare for a job interview at Point of Rental Software
✨Showcase Your Technical Skills
Make sure to highlight your experience with software troubleshooting techniques and any specific knowledge of SQL or server management. Be prepared to discuss past scenarios where you successfully diagnosed and resolved complex issues.
✨Demonstrate Customer-Centric Attitude
Since the role focuses on delivering an awesome customer experience, share examples of how you've gone above and beyond for customers in previous roles. Emphasise your communication skills and ability to advocate for customer needs.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare to walk through your thought process when diagnosing a software issue, including how you would ask probing questions to gather necessary information.
✨Research Point of Rental Software
Familiarise yourself with Point of Rental Software and its features. Understanding the product will not only help you answer questions more effectively but also demonstrate your genuine interest in the company and its mission.
