Software Support

Location
:
Remote with visits to Milton Keynes once a month (must live 2 hours commute)

Industry: Fin Tech SaaS

Why: Huge growth potential and a scaling business

• Do you have experience in a Software Support or Application Support role?
• Do you have a customer first approach to resolving customer issues?
• Do you want to join a scaling business that's just received significant investment?

Our client are a leading Global Fin Tech SaaS vendor with a reputation for industry leading solutions. You will be joining as they continue to scale their EMEA operation following significant recent investment. You will be joining a business of over 1000 people globally, where employees have excellent longevity and a professional and mature working culture.

The team is a collaborative, fast-paced team of professionals that utilizes their technical expertise and advanced product knowledge to provide innovative solutions to a growing customer base. The products are critical to the success of our customers’ business operations and they depend on the this support team to be responsive, creative, and skilled at complex problem solving and software issue resolution.

In this role, you will work closely with key stakeholders within the organization and clients. You will analyse client’s requirements to efficiently and effectively progress Incidents and Service Requests. You will work to triage, troubleshoot, and problem solve any issues that are raised in order to meet the client’s needs, gathering and analysing functional requirements from internal and external clients, assisting in resolving client issues concerning business functionality requirements and investigating business system issues.

This will enable us to provide customer service and drive client satisfaction.

• Work closely with key stakeholders, being able to demonstrate excellent interpersonal skills and communication techniques is key.
• Provide the first point of contact for all internal / external incidents and service requests.
• Log all support / service requests, allocating and prioritizing through the incident management and request fulfilment processes.
• To be the main SME between the customer and the internal service teams.
• Undertake the initial triage, driving tickets through their lifecycle to resolution and ultimately client satisfaction.
• Understand Client’s business needs and improve client satisfaction with transparency and effective communication.

• 3+ years experience supporting external customers in a Software Support or Application Support environment
• ITIL V3 Qualification or experience currently in an ITIL environment
• Excellent communications skills (Written and Verbal)
• Incident management experience i.e. understand, triage, diagnose incidents and tickets
• Ability to take ownership and be responsible for actions
• Experience examining technical and non-technical issues and devise a solution to a problem

For more information, please contact Katie at Matched Group