Software Customer Support Specialist

Location: Stoke-on-Trent

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.

Key Responsibilities:

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.  About You You are likely a natural "tinkerer" who enjoys deconstructing problems to find out how things work. You pride yourself on your communication skills and your ability to translate complex technical jargon into plain English.

What we’re looking for:

Experience:

Previous experience in a technical support, software support, or a tech-heavy customer service role.
Aptitude: A fast learner with a genuine interest in software and technology.
Communication:
Exceptional written and verbal communication skills—professionalism is key here.
Attitude: A proactive, "can-do" approach and the ability to stay calm under pressure