2^nd line Software Support (SAAS)

Location Northampton/Remote

Salary 25k-32k

Skills: Support, IT, Software, Saas, ServiceDesk, 2^nd line, 1^st line, Customer Support, Application Support.

My clients are the fastest growing software management platform with over sites across 60 countries. They are looking for a 2nd Line Support professional to join our team.

This is a hybrid/flexible working position with working hours from Monday to Friday between 08:00 - 18:00 and a holiday allowance of 25 days. Plus extra 8 days bank holidays

The role involves delivering outstanding customer experiences by supporting existing customers and resellers from around the globe.

Responsibilities include:

• Work with the existing support team to provide excellent technical support
• Communicate directly with clients through the support desk, phone calls, email, and live chat
• Handle more complex cases that have been escalated from members of the customer experience team and 1st Line Support
• Liaise with members of the support,and development teams to ensure requests are resolved, technical questions answered, and issues are reported and fixed
• Efficiently manage a queue of support tickets
• Find solutions for more complex client requirements
• Act as a point of contact for product-related questions, both internally and external
• Previous experience in an IT support base role (1-2 years desirable)

By joining our team, you will have the opportunity to become a part of an amazing team, embrace our core values, love our world-class product, and focus on outcomes while having fun along the way.

If you are passionate about providing exceptional customer service and have a passion for technology, we would love to hear from you.