Software Customer Support Specialist

Software Customer Support Specialist Digital Appointments

Newcastle, Staffordshire, Staffordshire, UK

Are you a tech-savvy problem solver who thrives on delivering world-class service? Do you want to join a company that is not just "well-known" but genuinely respected as a leader in its field?

Our client, a highly regarded and long-established software platform based in Stoke-on-Trent, is looking for a Software Customer Support Specialist to join their growing team. This isn't just a "helpdesk" role; it's an opportunity to become a product expert and a vital link between a prestigious brand and its loyal user base.

The Role:

Working within a collaborative and high-energy environment, you will be the first point of contact for users navigating a complex, high-performance software suite. You won't just be following scripts—you'll be investigating technical queries, troubleshooting bugs, and providing bespoke solutions.

• Technical Troubleshooting:
  Diagnosing and resolving software issues via phone, email, and live chat.
• Customer Advocacy:
  Acting as the "voice of the customer" by providing feedback to the development and product teams.
• Relationship Management:
  Building rapport with long-standing clients to ensure they are getting maximum value from the platform.
• Documentation:
  Creating and updating knowledge-base articles to empower users.

You are likely a natural "tinkerer" who enjoys deconstructing problems to find out how things work. You pride yo...