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    Software Support Technician - London, United Kingdom - The Virtual Recruiter

    The Virtual Recruiter
    The Virtual Recruiter London, United Kingdom

    4 weeks ago

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    Description

    Job & Department SummarynDelivery of the Support service is the first point of contact for customers regarding our products and is a critical component in ensuring our customers have a positive experience at all times.nThe Support Team provides technical assistance for any issues that arise with our software.

    A modern cloud-native insurance pricing and policy administration system.nThis includes troubleshooting problems, answering questions about features and functionality, and helping customers understand how to use the software.nDelivering in a fast-paced environment and performing tasks alone or as a part of a team ensuring a positive customer experience at all timesnEach member of the team is an ambassador for the company, and we strive to offer the highest levels of customer service at all times.

    Essential FunctionsnTo review details of the support ticket that a customer has logged in the our online support portal.nTriage the ticket to ensure the customer has provided all necessary information in order to understand the nature of the problem, how to recreate the issuenAssess the importance of the ticket and amend the priority level and ticket type if necessarynRespond quickly and efficiently to support tickets in line with defined service levels, providing product and technical supportnIf you are unable to resolve escalating support tickets as appropriate in order that the customer is responded to within agreed timescalesnProvide guidance to customers for training-related tickets where requirednRecord accurately and efficiently log relevant investigation notes using the online support portal, making sure that all recorded symptoms and the customer's desired outcome are recorded to ensure ease of understanding of the ticket raised and to enable appropriate prioritisation allocationnManage own and queue of cases, through investigation to resolution, working effectively and responsibly to ensure client satisfactionnMaintain ownership and be proactive in obtaining answers from colleagues, training materials and other sources in order to exhaust investigationnEnsure customers are kept up-to-date with the progress ticketsnAssist with the creation of knowledgebase documentation as requestednAssist with product specific fixes or release testing as requirednWork in a timely fashion to deadlines and expectations as set by manager and schedule


    Key Performance OutcomesnTake responsibility for own learning & development, managing time appropriately to build knowledge of product and use, requesting any training requirements.

    nMeeting internal and customer service levelsnTo work collaboratively within the Team by supporting colleagues giving advice and assistance where sought, and communicating in an effective manner

    Required Skills & ExperiencenEducation

    GCSE English and Mathematics grade C or equivalent. A Level or equivalent in IT or able to demonstrate competent working knowledge/experience of supporting bespoke browser-based applications/solutions.


    nExperience :
    2 years minimum in a technical software support role, ideally combined with 1+ year of customer service not essentialnSupporting insurance softwarenAzure DevOps or GitLaBnTechnical / Functional Skills :nStrong written and verbal communication skillsnAbility to demonstrate experience in delivering a high level of customer servicenAbility to demonstrate a high level of problem-solving capabilities and approachnGood understanding of Microsoft SQL management studionMulti-tasking capabilities and ability to thrive in a fast-paced environmentnAbility and desire to expand with changing marketplace and technology

    If you feel your skills match this role please send your CV to apply

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