Software Support Technician - Tier 2

Point of Rental Software; Luton; On-site; GBP 35,000 - 45,000; Full time

Job summary

Point of Rental Software in Luton is looking for a Software Support Technician - Tier 2 to deliver exceptional support to customers. This role involves resolving complex software issues, providing training, and collaborating with development teams to enhance product performance.

The ideal candidate will have a minimum of 5 years experience in technical support, with a strong understanding of software troubleshooting and SQL. A Bachelor's degree in a relevant field is preferred. This position offers an opportunity to make a significant impact on customer satisfaction.

Qualifications

• Minimum of 5 years of experience in a software support or technical support role.
• Strong knowledge of software troubleshooting techniques and operating systems.
• Bachelor’s degree in Computer Science or equivalent experience preferred.

Responsibilities

• Diagnose and resolve complex software issues that Tier 1 support cannot handle.
• Provide technical support for software applications including installation and configuration.
• Act as a point of escalation for Tier 1 support staff.

Skills

Software troubleshooting techniques

Operating systems

SQL

Communication skills

Customer advocacy

Education

Bachelor’s degree in Computer Science

Equivalent work experience

Tools

Point of Rental Software Syrinx

On-premises software

Job description

As a Software Support Technician - Tier 2, you will be supporting customers using Point of Rental software. The primary role of the Tier 2 Support Tech is to deliver an awesome experience to our customers. A qualified Technician thrives on going above and beyond on every interaction and will be the primary voice of POR to our customers.

Key Responsibilities

Advanced Troubleshooting: Diagnose and resolve complex software issues that Tier 1 support cannot handle, utilizing in-depth technical knowledge and analytical skills.

Technical Support: Provide support for software applications, including installation, configuration, and upgrades. Address bugs, performance issues, and user inquiries. Respond to customer requests for assistance.

• Use knowledge and skills to address customer’s needs and resolve basic problems within existing specifications and defined standards
• Provide an exceptional customer experience demonstrating excellent communication skills, responsive follow through, and advocacy for customer issues within the support team and other internal departments
• Provide thorough and complete case notes and documentation of customer issues
• Analyze customer problems and research solutions using the base knowledge of the software
• Diagnose customer issues through process of elimination by asking probing questions
• Document issues appropriately based on existing guidelines

Escalation Management: Act as a point of escalation for Tier 1 support staff, ensuring that issues are resolved in a timely and efficient manner.

Collaboration: Work closely with development teams to identify and address software issues. Provide feedback for continuous improvement.

Training and Mentoring: Assist in training Tier 1 support technicians and contribute to the development of support documentation and knowledge base articles.

System Monitoring: Monitor software performance and stability. Implement proactive measures.

Education & Experience

Essential Qualifications

• Experience: Minimum of 5 years of experience in a software support or technical support role, with a focus on Tier 2 or higher-level support.
• Technical Skills: Strong knowledge of software troubleshooting techniques, operating systems, and applications. Experience with SQL. Experience with servers and on‑premises software.
• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience preferred.

Desired Qualifications

• Experience in the Rental Industry
• Experience using Point of Rental Software Syrinx