Customer Support Executive

Cromwell Business Systems; Town Of Cambridge; On-site; AUD 53,000 - 72,000; Full time

Benefits offered by this job

23 days holiday rising to 26 days

Flexible working hours

Job summary

Cromwell Business Systems is seeking a Software Support Executive to join our busy Support department. You will work with development and technical staff to support our range of software products and e-commerce technologies.

The role requires the ability to learn quickly, strong communication, and experience in IT support. You will handle customer queries, set up new functionality, and drive issues to resolution while collaborating with the development team.

Qualifications

• A-Level or GCSE achievement is required.
• Experience in IT support roles is essential.
• Strong Excel skills and familiarity with CRM/ERP systems.
• Knowledge of Windows, Mac or Linux operating systems.
• Excellent problem-solving and troubleshooting abilities.
• Experience in the consumer electronics industry is advantageous.

Responsibilities

• Answer questions from customers about core products, using documentation as reference.
• Set up new functionality of the core product for customers.
• Research and identify solutions to software and hardware issues as required.
• Take ownership of customer issues and drive resolution in a timely manner.
• Reproduce and investigate issues, identifying solutions where possible.
• Collaborate with the development team to engineer customer solutions.
• Ensure all issues are logged from inception to resolution.
• Provide prompt, clear feedback and detailed information to the development team.
• Prioritize and manage multiple issues concurrently.
• Grow product knowledge to improve support quality.

Skills

Learning agility

Communication

OS knowledge (Windows/Mac/Linux)

Troubleshooting

IT support experience

Electronics industry experience

E-commerce/ERP/CRM experience

Education

A-Level or GCSE

Tools

Excel

CRM/ERP/E‑commerce systems

Job description

We are seeking to recruit a Software Support Executive to join our busy Support dept. Working closely with our development and technical staff you will support our range of software products and e-commerce technologies.

As such, we are looking for a candidate who will explore and learn beyond the specific scope of the role.

Qualifications

We are looking for candidates who have studied to A-Level or have achieved very good GCSE grades.

Location

Candidates must reside in the area local to our Ely office.

• Answer questions from our customer base on our core products, referring to relevant documentation where appropriate.
• Setup new functionality of our core product for customers.
• Research and identify solutions to software and hardware issues as required
• Take ownership of customer issues reported and drive through to a resolution in an acceptable and timely manner.
• Reproduce and investigate issues, identifying solutions where possible.
• Working with development team to engineer solutions for customer issues.
• Ensure all issues are properly logged from inception, through various discussions, to resolution.
• Provide prompt and accurate feedback to customers, and clear descriptions and supporting information to the development team.
• Prioritize and manage several open issues at any one time.
• Grow your product knowledge.

Essential skills

• Ability to learn quickly and adapt to new software, with a ‘can do’ attitude.
• Good communication skills, both written and verbal.
• An understanding of Windows, Mac or Linux operating systems.
• Excellent problem-solving, troubleshooting skills and an attention to detail with a disposition for diagnosing problems and generating solutions.
• Experience of working in an IT support role
• Experience in using Microsoft Excel to a reasonable standard.
• Experience with E-Commerce, ERP or CRM systems.
• Experience of working within the consumer electronics industry.
• Competitive salary based on experience and skills.
• 23 days holiday allowance rising to 26 days after continuous service.
• Flexible working hours and holiday plan.