At a Glance
- Tasks: Provide top-notch customer support and troubleshoot software issues for clients.
- Company: Join Velociti Solutions, a leader in digital transformation for transport authorities.
- Benefits: Enjoy 25 days holiday, hybrid working, private healthcare, and more!
- Other info: Flexible working environment with great career growth opportunities.
- Why this job: Make a real difference in customer service while developing your tech skills.
- Qualifications: Customer-focused mindset with problem-solving skills; experience in support is a plus.
The predicted salary is between 28800 - 43200 £ per year.
Velociti Solutions provides innovative digital transformation solutions and specialist consultancy focused on operational efficiency, safety, and customer service excellence. With deep sector knowledge gained over 30 years, we are trusted by transport authorities and bus & rail operators worldwide.
This is a full time role working 37.5 hours per week. We offer a hybrid working model with 2 days per week working from our offices, and 3 days per week spent working from home. Our offices are based in Sheffield, Oldham (Manchester) and Bromsgrove (Worcestershire) and we are happy for teams to work from whichever location is easiest/closest but you will need to live within a commutable distance from one of our locations as this is a hybrid role and does include weekly office working. We are open to discussions regarding salary, dependent on previous experience.
Reporting to the Head of Service Desk, a Software Support Analyst will provide 1st and 2nd line customer support. They will act as first touch customer contact, provide product/services information and efficiently resolve or escalate issues.
Role & Core Responsibilities:
- Act as the first point of contact for all customer enquiries and issues raised by phone, email and via our Customer Self Service Portal.
- Triage/troubleshoot queries and if required, work in conjunction with various departments to investigate and resolve issues.
- Proactively manage your workload and re-prioritise tickets and tasks based on new issues logged.
- Ensure support tickets are completed within defined customer Service Level Agreements.
- Escalate issues that cannot be resolved as required.
- Input details of support tickets into Velociti’s customer support tracking software (Zendesk).
- Document troubleshooting and problem resolution steps and write knowledgebase articles for recurring support requests.
- Provide excellent customer service by always putting the customer first and handle all requests and questions with patience and empathy.
- Maintain an up-to-date working knowledge of Velociti’s products and services and deliver training sessions on Velociti products to colleagues.
- Take a proactive approach to addressing support calls and identification of repeat issues.
- Communicate effectively with other departments as required.
- Take a flexible approach to requests to perform tasks as directed.
Skills & Requirements:
- A customer orientated mindset.
- The ability to deal with competing priorities.
- Confident and professional phone manner.
- Good email writing/ticket updating skills.
- Analytical mind.
- Good problem-solving skills and the ability to think outside the box.
- Methodical/logical approach.
- Work well as part of a team and also able to use own initiative.
- Good communication skills and the ability to adapt communication style to suit the audience.
- Zendesk/SQL/PowerBI knowledge an advantage.
- Experience working in a support environment an advantage.
- Experience/interest in public transport an advantage.
25 days holiday plus bank holidays and an additional 3 days for Christmas. Extra day’s leave for Birthday. Hybrid working. Company Pension. Income Protection. Life Assurance. Private health care. Cycle-to-work scheme.
Software Support Analyst in Sheffield employer: Velociti Solutions Limited
Velociti Solutions is an exceptional employer that prioritises employee well-being and professional growth, offering a hybrid working model that promotes work-life balance. With a strong focus on customer service excellence and operational efficiency, employees benefit from a supportive work culture, comprehensive training opportunities, and a generous benefits package including private healthcare and additional leave for personal milestones. Located in vibrant areas such as Sheffield, Oldham, and Bromsgrove, Velociti Solutions fosters a collaborative environment where innovation thrives and every team member's contribution is valued.
Contact Details:
Velociti Solutions Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Software Support Analyst in Sheffield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Velociti Solutions Limited. 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 Velociti Solutions Limited 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 Analyst in Sheffield
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 Velociti Solutions Limited:Your cover letter is your chance to shine! Tell us why you want to work at Velociti Solutions Limited 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 Velociti Solutions Limited!
How to prepare for a job interview at Velociti Solutions Limited
✨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.
