Software Support Technician

FOCUS MICRO SYSTEMS LIMITED; Oxford; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading software company in Oxford is seeking a Software Support Technician to provide top-notch support for their property management software. The role includes resolving client issues, providing excellent customer service, and conducting training sessions. Candidates should have strong communication skills and a solid background in technical support.

Qualifications

• Hands-on experience in customer service and technical support.
• Experience conducting training sessions for clients.
• Understanding of ticketing systems for managing client issues.

Responsibilities

• Provide support to clients using property management software.
• Resolve technical issues and answer queries.
• Deliver training sessions to clients in-house and on-site.

Skills

Communication

Customer Service

Problem Solving

Teamwork

Numeracy and Analytical Skills

Tools

Microsoft SQL Server

Windows Operating Systems

Excel

Word

Outlook

Job description

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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 where you will be 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

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

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

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

• Client Training – In House & On-Site
• Carrying out Demos and running Webinars
• Software Testing
• Infrastructure management including Windows Server Networking
• Product Design
• Manual Writing
• 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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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