Junior Support Executive in London

This Level 2 support position is responsible for resolving clients' application support cases for the QFM product suite in accordance with SWG support procedures. The role requires working collaboratively within a small support team and coordinating with technical specialists, the development team, and clients. Strong communication with account management and professional services teams are also essential. Customer satisfaction is a key priority. The role focuses not only on resolving technical issues but also on ensuring clients gain maximum value from the QFM product range.

Key Skills Required

• Minimum 2 years' experience in client-facing application support or helpdesk environments.
• Strong broad understanding of PC technology, network infrastructure, web applications, and MS Azure.
• Experience supporting multi-user business applications.
• Ability to quickly gain an understanding of client issues and ability to define support cases clearly, using various techniques.
• Analytical thinker with strong problem-solving skills.
• Quick to learn both the industry drivers and QFM product capabilities.
• Knowledge of Microsoft SQL Server and ability to run or write basic scripts.
• Ability to follow established procedures consistently.
• Solid understanding of system governance, information security, and data privacy practices.
• Strong organisational, time management, and communication skills.
• Excellent client-facing capabilities, including professional telephone and written communication.
• Knowledge of property or facilities management software/technologies is an advantage.
• Flexibility to work additional hours when required to ensure service excellence.

Summary of Responsibilities

• Gain detailed understanding of each case using a range of techniques: precise discussions with the client, request and review screenshots and error messages, screen share with clients to fully understand their issues, replicate user issues on in-house systems, and if necessary, with a copy of the client data.
• Resolve client support cases in line with SWG procedures offering assistance and workarounds.
• Maintain full details of clients on the SWG support system (Microsoft CRM).
• Work closely with your colleagues in the Support Team to ensure timely case resolution and maintain strong customer satisfaction.
• Ensure adherence to agreed systems, processes, and methodologies, keeping CRM and licence information accurate and up to date.
• Provide first and second line application support to clients and, where needed, internal teams.
• Manage support issues efficiently following established escalation procedures.
• Understand client systems and requirements to ensure they achieve the intended benefits from using QFM, focusing on business outcomes rather than solely technical problem resolution.
• Maintain accurate and relevant information within internal SWG systems.
• Identify potential client needs that may represent sales opportunities.
• Monitor customer satisfaction feedback and escalate concerns promptly.
• Continuously look for ways to improve helpdesk efficiency and performance.

About Service Works Global

Service Works Global (SWG) is a leading international provider of facilities, property and workplace management software. 220 staff across the globe with offices in the UK, Sweden, Canada and Australia and partners in the Middle East. A wholly owned subsidiary of Addnode Group, an IT company with 2,700 employees, operating in 19 countries and listed on Nasdaq Stockholm. Its flagship application, QFM, is adopted as the FM software of choice for many FM service providers, blue chip and public sector organisations. ISO 9001 and ISO 27001 certifications awarded for SWG's commitment to excellence in quality management systems and information security management.

What Does SWG Offer its Employees?

• A respected and financially stable organisation, underpinned by a listed Swedish parent company whose strategy is to create value and be the knowledge leader in areas in which it works, with a focus on innovative software and digital solutions driving forward on sustainability.
• A performance bonus based on company performance (non-contractual).
• Access to rewards and benefits platform.
• Opportunity for global mobility.
• Investment in training and career progression.