Software Support Engineer Bespoke Software, Application Support

Venables Parsons Search & Selection Ltd ,
Ipswich, Suffolk
More Details
Salary: From £25,000 to £35,000 per annum

Overview

Software Support Engineer – Bespoke Software, Application Support – Ipswich - £25,000 to £35,000 – Ref: J2518 We have a new opportunity for a Software Support Engineer to join an established software house in Ipswich. They are part or a much larger organisation with offices across the UK. As the Software Support Engineer, you will be responsible for handling support cases in a professional, timely manner. This will include cases raised by their external clients, as well as their internal teams (The Support Manager, Implementation team and their Developers) . The successful candidate will ideally have prior experience in a similar role with the ability to become an expert on their systems and demonstrate their knowledge and confident to clients. Any prior knowledge or HR or Payroll solutions would be a real advantage. Key responsibilities include: Make sure cases are progressed in accordance with the defined targets and processes. Make sure detailed analysis of a case is produced and provided before escalating it to a developer. Make sure cases are resolved quickly and accurately within SLA targets. Highlight potential breaches of SLA’s to the Support Manager in good time such that alternative measures can be put in place. Make sure that the outstanding case queue is reviewed daily to ensure that cases are closed in a timely manner. Ensure all interactions with clients or colleagues (whether by phone or by email), are of high quality and that responses to clients are empathetic. Ensure alerts raised on the monitoring system(s) are reacted to in a suitable timescale and in an appropriate way. Make sure documentation is regularly reviewed and updated as required to answer cases. Follow the data protection act in all interactions. Skills, knowledge and experience: Ideally you will have previous experience in a similar role supporting bespoke software solutions. Recent graduates with an interest in this area will also be consider The ability to become an expert on their systems and demonstrate your knowledge and confidence to clients Excellent communication and presentation skills with the ability to communicate to audiences of varying technical knowledge Any knowledge of SQL or HR / Payroll software would be a huge plus. For more information please do not hesitate to contact Michael Johnson of Venables Parsons Search & Selection (VPss). This job was originally posted as www.totaljobs.com/job/89931870

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