At a Glance
- Tasks: Provide top-notch support to customers and troubleshoot software issues.
- Company: Leading provider in fire and security solutions with a focus on innovation.
- Benefits: £25K salary, 30 days holiday, health benefits, and career development opportunities.
- Other info: Hybrid work model with a collaborative and inclusive culture.
- Why this job: Join a dynamic team and make a real difference in customer satisfaction.
- Qualifications: 2+ years in IT support, strong troubleshooting skills, and good communication.
The predicted salary is between 40000 - 45000 £ per year.
Hybrid: Mon-Wed onsite in Hull, Thurs-Fri can be remote.
Salary range: £25K + 30 days holiday + Benefits.
Our client is one of Europe's leading providers of alerting and compliance solutions for the fire and security sector.
Job Overview
They are seeking a dedicated Product Support Engineer to join their team, focusing on supporting their product. In this role, you will provide high-quality technical assistance to customers, ensuring effective use and smooth operation of the product. You will troubleshoot issues, guide customers through product features, and collaborate closely with senior support staff to resolve complex technical challenges. A customer‐focused mindset is a critical attribute for this role.
Key Responsibilities
- Provide first‐line support to product users via phone and ticketing system, ensuring timely resolution and minimal customer downtime.
- Deliver excellent customer support with clear SLAs via tickets, calls, and remote sessions.
- Author and maintain knowledge base content; spot trends and reduce repeat incidents.
- Collaborate with Product and Engineering to resolve defects and improve UX.
- Track CSAT, FCR, and resolution times; continuously improve processes.
- Escalate complex issues to senior technical teams as necessary.
- Maintain an understanding of the products and functionalities to assist with customer queries.
- Build and maintain strong customer relationships, ensuring a high level of customer satisfaction.
Experience
- Minimum of 2 years of experience in an application support or IT support role, ideally supporting software products.
- Strong troubleshooting skills, with the ability to analyse and solve technical problems quickly.
- Familiarity with ticketing systems (e.g., Jira, Zendesk) and remote support tools.
- Good interpersonal skills; good on the phone and good written and spoken English.
- Certifications in IT support or related areas would be an asset.
Benefits
- Competitive salary.
- Opportunities for career development and internal training.
- Collaborative and inclusive work environment.
- Health and wellness benefits, including medical insurance and enhanced annual leave package.
- Cycle to Work and Electric Car schemes.
Our client is an equal‐opportunity employer and values diversity in its workforce. We encourage applicants from all backgrounds to apply. SmartSourcing is a Disability Confident Employer and we promote, celebrate and value diversity. We are committed to promoting equality and inclusion for all.
Software Support in London employer: SmartSourcing Ltd
Join a leading provider of alerting and compliance solutions in the fire and security sector, where you will thrive in a collaborative and inclusive work environment. With a competitive salary, 30 days of holiday, and robust health and wellness benefits, this role offers excellent opportunities for career development and internal training. Located in Hull, you will enjoy a hybrid working model that promotes work-life balance while being part of a team dedicated to delivering exceptional customer support.
StudySmarter Expert Advice🤫
We think this is how you could land Software Support in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SmartSourcing Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SmartSourcing Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Software Support in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SmartSourcing Ltd:Your cover letter is your chance to shine! Tell us why you want to work at SmartSourcing Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SmartSourcing Ltd!
How to prepare for a job interview at SmartSourcing Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
