At a Glance
- Tasks: Provide top-notch technical support and troubleshoot product issues for customers.
- Company: Leading provider of fire and security solutions in Europe.
- Benefits: £25K salary, 30 days holiday, hybrid work model, and additional perks.
- Other info: Opportunity for growth in a supportive and innovative environment.
- Why this job: Join a dynamic team and make a real difference in customer satisfaction.
- Qualifications: Customer-focused mindset and strong problem-solving skills required.
The predicted salary is between 25000 - 25000 £ per year.
Software Support Engineer Hybrid: Mon-Wed onsite in Hull, Thurs-Fri can be remote. Salary range: £25K + 30 days holiday + Benefits.
The Client: Our client is one of Europe's leading providers of alerting and compliance solutions for the fire and security sector.
Position 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 their customers, ensuring the 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 the 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.
Servicedesk Analyst - Product Support East Riding 25,000 employer: SmartSourcing Ltd
As a leading provider of alerting and compliance solutions in the fire and security sector, our client offers an exceptional work environment for a Servicedesk Analyst. With a hybrid working model that allows for flexibility, a generous holiday allowance of 30 days, and a strong focus on employee development, this role not only promises meaningful engagement but also opportunities for growth within a supportive team culture. Join us in Hull to be part of a company that values customer satisfaction and innovation, making it an ideal place for those seeking a rewarding career.
