Software Support Engineer

Chester

Salary £25,000

Monday - Friday / 08:00 - 16:00 (Early finish on Friday's)

My client is a leading SaaS business, that have rapidly grown to become a trusted leader іn their industry by disrupting traditional services with a progressive approach.

My client is looking for a Software Support Engineer to help their clients succeed. You'll work closely with their clients, providing world-class service while addressing issues such as API calls, data discrepancies, reporting troubleshooting, account configuration, and general problem-solving (product-related).

The successful Software Support Engineer will report directly to the Head of Support, who has high expectations for delivering first-class service.

What your responsible for

* Deliver comprehensive product support to both new and existing clients through a ticketing system, instant chat, and online documentation.

* You'll focus on resolving support requests promptly while maintaining full ownership of tickets and ensuring client satisfaction.

* You'll also serve as a liaison for development and product enhancement, escalating bugs and reproducing customer issues to assist with improvements.

* Your efforts will contribute to maintaining my client's industry-leading customer satisfaction and reputation.

* You'll provide support during high-ticket volume hours from 08:00 - 16:00

What you need to succeed

* Proven experience in troubleshooting.

* A customer-centric mindset, always striving to exceed expectations.

* Strong communication skills with a focus on delivering feedback for a seamless customer experience.

* Empathy for client concerns and a commitment to resolving issues for both the client and My Client.

* A collaborative attitude with the willingness to support team members and ask for help when necessary.

* Familiarity with APIs

To stand out

* Demonstrated expertise in providing top-tier customer service.

* Technical experience in performance marketing and analytics.

* Bachelor's degree in computer science or information technology.

What You'll Get

* Casual dress code

* Work from home 2 days per week

* Gym membership contribution

* Plus, more