Software Support Technician Tier 1

Point of Rental Software; Reading; On-site; GBP 25,000 - 35,000; Full time

Job summary

A software company in the United Kingdom is seeking a 1st Line Support Technician to provide application and business support to customers. Responsibilities include telephone and email support, logging calls via Salesforce, and ensuring the CRM system is updated promptly. Candidates should have prior application support experience and familiarity with SQL server and basic network troubleshooting. This role presents an opportunity for progression to a 2nd Line Support Technician.

Qualifications

• Prior business/application support experience with external customers.
• Exposure to technologies related to software support.

Responsibilities

• Provide telephone and email support to external customers and colleagues.
• Log, prioritise, and act on calls via the Point of Rental Software CRM system.
• Ensure timely updates to the CRM system for logged calls.
• Record time taken and details of actions to resolve support calls.
• Carry out daily tasks according to agreed processes.

Skills

Telephone and email support

SQL server

Database administration

Basic network troubleshooting

IIS

Tools

Salesforce

Job description

Job Description

Overview

The 1st Line Support Technician provides application / business support to our customers. When the 1st Line Support Technician becomes an expert in the intricacies of our software and the hire / rental industry, there will be a potential progression opportunity to evolve into a 2nd Line Support Technician.

Responsibilities

• Provide telephone and email support to external customers and colleagues, delivering excellent level of service.
• Log, prioritise and act on calls via the Point of Rental Software CRM system (Salesforce).
• Ensure that the Point of Rental Software CRM (Salesforce) system is updated in a timely manner so that the status of logged calls can be monitored, and problem reporting can be done effectively.
• Record time taken to complete calls and details of actions performed to troubleshoot / resolve support calls.
• Ensure that all daily tasks are carried out according to the agreed processes.

Qualifications

You will have prior business / application support experience supporting external customers and preferably exposure to some of the technologies involved with the software (listed in key skills) with an emphasis on SQL server / database admin, server and client operating system, basic network troubleshooting and IIS.