Software Support Advisor - Nottingham, United Kingdom - Serif (Europe) Ltd

Description

Affinity apps have quickly become some of the most well respected professional creative apps available, winning multiple awards including an Apple Design Award and App of the Year, as well as thousands of 5-star customer reviews from around the world.

Due to growth, we're looking for an experienced and proactive Software Support Advisor to join our dedicated team to help provide first class support for our suite of award-winning Affinity software.

Responsibilities

• Investigate problems with installation, software usage and the support materials
• Test and check the user experience of support services such as websites, web services and portals. This includes working to test, address, resolve and communicate any issues
• When required, liaise with the Quality Assurance team to investigate, and report bugs and technical issues to the Development team
• Communicate with Corporate and Education customers as required to primarily help with installation and software usage, plus any other issues that may arise.

Requirements:

• Experience investigating software problems on Mac and/or Windows and iOS operating systems
• Proven experience in engagement strategies, customer report investigations and issue resolution
• Ability to work on own initiative and within a team environment
• Proven time management and problem solving skills
• Excellent communication skills, both written and verbal
• Flexibility to provide support cover for holidays, evenings and weekends as required.

Those added extras

• Experience of working with Vector, Desktop Publishing and Imaging products
• Experience with Serif support systems (Freshdesk ticketing, helpdesk and Jira Bug tracking software) and procedures preferred
• Educated to degree level or equivalent preferred

Benefits

• Discretionary Companywide quarterly bonus scheme — up to 8% basic salary per year
• Health Insurance
• Company Pension Scheme
• 27 days holiday + bank holidays
• Life Insurance
• Car parking and monthly car wash
• Showers for cyclists & lunchtime runners
• Breakout spaces, arcades and pool table
• Flexible hours

All applicants must be eligible to work in the UK and live within a commutable distance to Serif's HQ in Wilford, Nottingham.

Hybrid working is currently available whereby up to 40% of the week can be worked from home. On site working is at Serif's HQ.


Job Types:
Full-time, Permanent


Salary:
£23,000.00-£25,000.00 per year


Schedule:

• 8 hour shift

Supplemental pay types:

• Quarterly bonus

Ability to commute/relocate:

• Nottingham, Nottinghamshire: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Please

Experience:

- investigating software problems: 2 years (required)
- working on Mac and/or Windows and iOS: 2 years (required)


Work Location:
One location


Reference ID:
TECHSUPNOV21