Software Support Manager

Allscreens Nationwide Ltd; Portishead; On-site; GBP 40,000 - 60,000; Full time

Job summary

Allscreens Nationwide Ltd is seeking a technically capable Customer Support Manager to drive customer success in a B2B tech environment. You will act as a conduit between customers, software engineers and field engineers to ensure swift problem resolution.

The role involves training customers on fault resolution, cascading technical information to non-technical stakeholders, and occasional on-site support. Travel may be required, including abroad on occasion.

Qualifications

• Experience in a B2B customer support environment.
• Experience with problem solving or ticket resolution in software/IT.
• Ability to learn new technologies.
• Hands-on C# experience.
• Experience with training or educating customers/colleagues.

Responsibilities

• Serve as a conduit between customers, software engineers and field engineers to ensure swift resolution of issues.
• Train customers on fault resolution and translate technical information for non-technical stakeholders.
• Travel to customer sites on occasion when remote fixes aren’t possible, potentially abroad.

Skills

Customer support

Ticket resolution

Learning new tech

Escalation handling

C# experience

Job description

Experience within software development, software support, MSP, helpdesk support, or App support is highly desirable

Incentive

Other flexible benefits to choose from

I am working with a B2B Technology business in Bristol who are looking for a technically competent support manager to drive customer success and act as a key conduit for problem resolution for their customers.

This role will provide training on the relevant software that they use, however you should be somebody that has a good understanding of software, or IT support in a customer facing role.

You might be someone that is looking to move from Software Development, App support, MSP, or SaaS business.

Engagement and communication are very important to drive customer success.

You will also help to train customers on fault resolution, cascading technical information to noon technical stakeholders and vice versa.

You will act as a mid point between software engineers, customers and field engineers to ensure swift resolution to issues.

You should be someone who enjoys engaging with customers, and happy to travel to customer sites on occasion when a remote fix cant be found. This will be infrequent but as needed.

This could involve travelling abroad at times.

Skills required:

Customer support in a B2B environment

Experience with problem solving, or ticket resolution within a software or IT environment.

The ability to learn new technologies

Dealing with escalated support issues

Hands on experience with C#.

Soft Skills required:

Proactive customer success mindset

Great at cascading feedback

Experience in a highly technical or scientific environment

Experience with training, upskilling, or education of customers / colleagues

Please note as we receive a high level of applications we can only respond to applicants whose skills & qualifications are suitable for this position. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.