Software Support Technician

FOCUS MICRO SYSTEMS LIMITED; Newport; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player in software development for the property sector is seeking a dedicated Software Support Technician. This office-based role involves providing exceptional support to clients using property management software, addressing queries, and resolving technical issues. With over 7000 active users on the cloud platform, your communication and problem-solving skills will be essential. The company offers opportunities for career progression and personal development, making it an exciting chance to grow within a supportive environment. If you are passionate about technology and client service, this role is perfect for you.

Qualifications

• Proven experience as a Software Support Technician in a client-facing environment.
• Ability to quickly learn and train clients on software packages.

Responsibilities

• Provide support to clients using property management software.
• Resolve technical issues and ensure high service levels.

Skills

Professional communication skills

Customer service experience

Problem-solving

Timekeeping

Teamwork

Training delivery

Numeracy and analytical skills

Education

Relevant commercial experience

Tools

Microsoft Windows

Microsoft Word

Microsoft Excel

Microsoft Outlook

Microsoft SQL Server

Ticketing systems

Job description

Focus Micro Systems are an in-house software development company who develop software for the property sector and have been dedicated in doing so for over 40 years. We have developed property management software packages to support Letting Agents, Estate Agents and Business Transfer Agents. Whatever the property agencies require, we have the software package waiting for them.

We are seeking an experienced Software Support Technician with hands-on commercial experience. This is an office-based role at our Oxford location, where applicants must be able to commute to the office. You will be responsible for providing support to our clients who use our property management software, answering queries, resolving technical issues, and ensuring that our clients receive the highest level of service. Across our cloud platform, we have over 7000 active users who you will be supporting. To be successful in this role, you should have excellent communication skills, strong customer-service orientation, and an interest in problem solving.

This role is based entirely in our Oxford office.

Required Key Skills:

1. Strong professional communication skills, with previous customer service and technical support experience.
2. Good timekeeping, and a passion for problem-solving.
3. Ability to work effectively as part of a team and support users in a professional environment.
4. Ability to quickly learn our property management software packages with a goal to deliver training sessions to clients, both in-house and on-site.
5. Experience of having carried out training sessions to groups of customers either remotely or on-site.
6. Excellent understanding of all Microsoft products including:

• All Windows operating systems
• Word
• Excel
• Outlook

Strong numeracy and analytical skills with the ability to compile statistical data and reports.

Experience using ticketing systems to manage and resolve client issues, ensuring all relevant data is captured and tracked for follow-up.

Additional Desired Skills:

1. Experience with Microsoft SQL Server in a commercial setting, including creating and troubleshooting SQL queries.
2. Ability to deliver high quality testing services across an array of different projects, creating logs and screenshots to document testing phases and defects.
3. Knowledge of Windows Server Networking including Active Directory, Group Policy and DNS.

Within your role, you will have the opportunity to develop further into:

1. Client Training – In House & On-Site
2. Carrying out Demos and running Webinars
3. Software Testing
4. Infrastructure management including Windows Server Networking
5. Product Design
6. Manual Writing
7. Social Media and Marketing Campaigns

This role requires proven commercial experience as a software support technician, including working in a professional, client-facing environment. Applicants without relevant professional experience may not be considered.

Lots of potential for future career progression and personal development. To apply, please email your CV to [e-mail].