Customer Services / Software Support
Ashford
£16k - £19k DOE + uplift for nightshifts
VR/02751R

We are looking for candidates with good customer services experience who would be interested in progressing into a Software Support role. Our client is a dynamic vibrant Software House based in the centre of Ashford. They are now looking to expand their Support team. Maybe you already have some commercial support experience. Or maybe you are a recent Graduate who has a passion for software and customer services and who would be interested in building a long-term career in Software Support.
They have a very friendly, relaxed environment. The company likes to keep a close “family” feel.
Situated in their new open-plan offices, this is an environment where everyone works together to help each other out. Everyone including the CEO is approachable and willing to help out if needed.
A member of support should never go without help, all they need to do is ask at any point of their employment and someone will be there to help.
You will be working in a close-knit team and should never feel like an outsider, no matter your background. You could start the role of Software Support with minimal knowledge and learn valuable skills on the job which you can use to progress within the company over time. You will be working with a world-leading digital publishing product; with the opportunity to work closely with some of the biggest clients around the world.
You will also have the opportunity to work with the latest iOS and Android devices.

The support team that you will be part of is absolutely crucial to the daily production of the company and therefore a support tech will have a lot of responsibility and due to this they should also feel important and needed.
The role involves new and different challenges every day therefore always keeping the role feeling fresh and engaging.

There is great opportunities for on-going training and, in fact, the training never stops as new technologies and systems are introduced.
A support tech will get good tech support experience using ticketing system such as Zendesk. Also, the opportunity to gain hands-on experience with SQL and encouraged to look into HTML and C# .
Benefits
Free local parking
Company Pension
Fully Stocked Kitchen with tea, coffee machine (nespresso), chips, drinks and sweets
Beer pump Friday
New modern office in a new modern building.
Located minutes away from the centre of town with access to shops and take-away restaurants
In order to react to emergency situations twenty-four hours a day they require a committed team candidate. Working hours will be on a rotational shift basis covering the hours of 6am until 10.30pm Monday to Friday and 6am until 10.30pm at weekends and bank holidays. Night shifts will also be on the rota covering 10:00pm until 06:30am
You will be involved with our client’s customers’ day-to-day operations, so possessing excellent communication skills (both written and verbally) and efficient time management are necessities.
You will be naturally customer-focused and a confident communicator, both written and verbally. You must be self-motivated and have an enthusiastic, proactive approach to your role.
Responsibilities of Software Support Tech:
Email and phone communications with client and end user subscribers
Daily checks on sites for clients
Server and database check
Processing PDFs
Managing the support ticket system and replying back within SLAs
Involved in training sessions with clients - training them on the systems
Liaising with the development teams to fix errors
Helping to assign support projects
Completing documentation for practices and products
Processing data through the system and checking reliability
Providing sales support through processing client demos and adding interactivity to sites
Qualifications and experience
A minimum of 1 year of work experience in any customer service role or 1st/2nd line support role would be required.
Experience of working in a software house would be an advantage.

Don’t delay apply for the role of Software Support today!