Software Support Specialist

Sanderson Recruitment Plc; Scotland; Remote; GBP 26,000 - 35,000; Full time

Job summary

Join a forward-thinking company as a Software Support Specialist, where you'll play a crucial role in enhancing user experience with logistics software. This remote position offers a chance to leverage your problem-solving skills while supporting customers in navigating a suite of powerful tools. Your expertise will help clients optimize their operations and ensure smooth onboarding. With a focus on communication and technical understanding, you'll work closely with a dedicated team to deliver exceptional support. If you're passionate about technology and customer service, this is the perfect opportunity to make a significant impact in the transport and logistics sector.

Qualifications

• Experience in a software support or technical helpdesk role, ideally in SaaS.
• Strong analytical skills and technical understanding of software systems.

Responsibilities

• Respond to user queries via phone, email, chat, and ticketing system.
• Investigate and resolve technical issues related to logistics tools.

Skills

Analytical Skills

Problem-Solving

Communication Skills

Technical Understanding

Education

Experience in Software Support

Background in Transport/Logistics

Tools

Helpdesk Software

Remote Support Tools

Ticketing Platforms

Job description

Software Support Specialist - Transport & Logistics Software (Remote)

GBP26,000 - GBP35,000

Bristol/Fully Remote

We're looking for a proactive and tech-savvy Software Support Specialist to join a leading provider of transport and courier management solutions. This is a fantastic opportunity for someone who enjoys solving problems, supporting users, and working with software that plays a critical role in logistics operations across the UK.

About the Role:

As a key member of the support team, you'll be the go-to person for helping customers get the most from a powerful suite of logistics tools. Whether it's guiding users through system features, resolving technical issues, or supporting new clients as they get started, you'll play a vital role in delivering a great customer experience.

Your Day-to-Day:

• Respond to user queries across various channels (phone, email, chat, ticketing system) and provide clear, efficient solutions.

• Investigate and resolve technical issues involving quoting, booking, invoicing, tracking, or route planning tools.

• Help customers understand and effectively use features such as vehicle and depot management, warehouse tools, and route mapping.

• Deliver onboarding support to new clients, including training sessions and walkthroughs to get them up and running smoothly.

• Keep detailed records of support interactions and solutions to maintain service quality and enable knowledge sharing.

• Work closely with the development team to escalate bugs, provide product feedback, and help shape future improvements.

• Stay informed on software updates and logistics trends to offer accurate advice and support.

• Assist in creating help articles, training content, and other support documentation.

What You'll Need:

• Previous experience in a software support or technical helpdesk role, ideally in a SaaS or transport/logistics context.

• Strong analytical and problem-solving skills with a good technical understanding of software systems.

• Excellent communication skills and a customer-first mindset.

• Confidence working independently in a remote setting, while staying closely connected to your team.

• Some background knowledge of the transport, courier, or logistics industry would be a real bonus.

• Familiarity with helpdesk software, remote support tools, and ticketing platforms is desirable.

Nice to Have:

• Hands-on experience with logistics or transport management systems.

• Understanding of fleet and route optimisation, warehouse processes, or multi-depot operations.

• Ability to deliver effective training remotely and create helpful user guides.

• Awareness of software integrations with third-party logistics platforms or APIs.

• Competence in writing clear, concise support documentation or reports.

Reasonable Adjustments: We understand that there are a wide range of reasons that you may require reasonable adjustments to the recruitment process- please let us know in your application how we can best support you.