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For Companies At a Glance
- Tasks: Support customers by solving technical issues and optimising software use.
- Company: Join an award-winning ERP SaaS provider transforming SME retail operations.
- Benefits: Enjoy hybrid working, competitive salary, enhanced pension, life cover, and wellness perks.
- Why this job: Make a real impact in a collaborative environment while developing your tech skills.
- Qualifications: Remote desktop experience and strong problem-solving skills are essential; SQL knowledge is a bonus.
- Other info: Fast-track your career with a supportive team that values innovation and customer focus.
The predicted salary is between 24000 - 28800 £ per year.
We’re on the lookout for a driven and customer-focused 2nd Line Software Support Technician who thrives on solving real-world business problems through smart, technical solutions. In this role, you won’t just be fixing issues - you’ll be guiding customers through technical challenges, delivering expert support, and helping to optimise their use of our software. From resolving complex tickets and mentoring 1st Line teams, to liaising with development for long-term solutions, you’ll play a key role in ensuring smooth operations and outstanding service.
If you’re a strong communicator with a problem-solving mindset and a passion for technology, this is your chance to make a real impact in a fast-paced, collaborative environment.
The Role at a Glance:
- Location: Grantham, Lincolnshire Office - Hybrid Working - 3 days per week in the office during onboarding, 2 days per week in the office thereafter
- Salary: £28,000 to £32,000 DOE Plus Complete Benefits Package Including Enhanced Pension and Life Cover, Performance Bonus and More
- Full-Time Monday - Friday – Permanent
Values / Culture: Commitment, Success and Putting the Customer at the Heart of Everything We Do
Company: Award-Winning ERP SaaS provider powering SME retail
Your Background / Skills:
- Remote Desktop Experience
- SQL Knowledge
- Excellent Problem Solving and Communication skills
The Opportunity:
We’re looking for a proactive and passionate 2nd Line Software Support Technician to join our dynamic support team. In this customer-facing role, you’ll bring your strong communication skills, analytical thinking, and problem-solving abilities to deliver exceptional service and technical expertise. With a keen eye for detail, excellent organisational habits, and a talent for report writing, you’ll help drive issue resolution and continuous improvement.
What your day-to-day might look like:
- Take ownership as a 2nd Line Technical Support Specialist, delivering remote support that keeps our customers running smoothly.
- Be the go-to expert for our 1st Line team - guide, mentor, and elevate their skills while helping resolve escalated issues.
- Serve as a trusted point of contact for customers, building strong relationships and ensuring a seamless support experience.
- Keep everything running efficiently by accurately updating our CRM/ticketing system in real time - every detail matters.
- Dive into incident resolution and root cause analysis, helping to prevent future issues before they start.
- Collaborate closely with 3rd Line teams to crack complex technical challenges and deliver high-quality fixes.
- Go beyond support - deliver exceptional customer service that builds trust and long-term partnerships.
- Participate in workshops and improvement sessions, bringing your ideas to the table to help shape smarter systems and better experiences.
What we’re looking for:
- Solid understanding of remote desktop environments and networking
- Confident communicator - comfortable providing remote support and guiding customers through solutions
- Experience configuring software on PCs remotely
- A problem-solver mindset with a proactive approach to troubleshooting and customer care
- Ability to identify recurring issues and collaborate on long-term fixes with our Development team
- Strong understanding of software impacts on customer operations
- Clear, confident communicator - skilled at explaining both simple and complex issues to customers and stakeholders
- Comfortable creating and reviewing knowledge base content, offering constructive feedback
- Calm under pressure, empathetic to customer needs
- SQL and C# knowledge are a bonus - not essential, but definitely welcomed!
What’s on Offer:
- Starting salary of £28k to £32k, based on ability, skills, and experience
- Monday to Friday
- Hybrid working an option
- 23 days holiday (option to buy 4 additional) + bank holidays
- Life cover x4 of salary
- Enhanced employer pension contributions
- 24/7 GP access and employee wellbeing services
- Subsidised gym membership
- Free onsite parking
Sounds like a good fit? Apply here for a fast-track path to our Leadership Team.
2nd Line Software Support Technician - eCom SaaS. Hybrid employer: RecruitmentRevolution.com
Contact Detail:
RecruitmentRevolution.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Software Support Technician - eCom SaaS. Hybrid
✨Tip Number 1
Familiarise yourself with our software and its common issues. Understanding the typical challenges customers face will help you demonstrate your problem-solving skills during interviews.
✨Tip Number 2
Brush up on your SQL knowledge, as it's a valuable asset for this role. Being able to discuss how you would use SQL to troubleshoot or optimise software can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully guided customers through technical challenges in the past. Highlighting your communication skills and customer focus will resonate well with us.
✨Tip Number 4
Show your enthusiasm for continuous improvement by thinking of ideas you could bring to the team. We value proactive individuals who are eager to contribute to enhancing our support processes.
We think you need these skills to ace 2nd Line Software Support Technician - eCom SaaS. Hybrid
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in software support, particularly any roles where you've provided 2nd line support or worked with remote desktop environments. Use keywords from the job description to align your skills with what the company is looking for.
Craft a Compelling Cover Letter: In your cover letter, express your passion for technology and problem-solving. Mention specific examples of how you've successfully resolved technical issues in the past and how you can contribute to enhancing customer satisfaction in this role.
Showcase Communication Skills: Since strong communication is key for this position, ensure that your application reflects your ability to explain complex technical concepts clearly. You might include examples of how you've effectively communicated with customers or team members in previous roles.
Highlight Continuous Improvement: Mention any experiences where you've contributed to process improvements or knowledge sharing within a team. This aligns with the company's focus on continuous improvement and shows that you're proactive about enhancing service delivery.
How to prepare for a job interview at RecruitmentRevolution.com
✨Showcase Your Problem-Solving Skills
Be prepared to discuss specific examples of how you've tackled technical challenges in the past. Highlight your analytical thinking and how you approached problem resolution, as this role heavily relies on these skills.
✨Communicate Clearly and Confidently
Since this position involves guiding customers through technical issues, practice explaining complex concepts in simple terms. Demonstrating your communication skills will be crucial during the interview.
✨Familiarise Yourself with Remote Desktop Tools
Brush up on your knowledge of remote desktop environments and networking. Being able to discuss your experience with these tools will show that you're ready to hit the ground running in this role.
✨Prepare Questions for the Interviewers
Think of insightful questions to ask about the company culture, team dynamics, and the specific challenges the support team faces. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
