Software Support Manager

Job Title

Software support manager

Bristol

3 days per week in the office, 4 days during training

Up to £50k

Customer success focused role. You will provide training on the relevant software that the company uses, drive customer success and act as a key conduit for problem resolution for customers.

• Act as a mid point between software engineers, customers and field engineers to ensure swift resolution to issues.
• Disseminate technical information between customers and technical stakeholders and vice versa.
• Facilitate fault resolution training for customers.
• Travel to customer sites on occasion when a remote fix cannot be found, including occasional international travel.
• Support the escalation process for support issues.

• Experience in software support, MSP, helpdesk support, or App support.
• Customer support in a B2B environment.
• Problem solving and ticket resolution experience within a software or IT environment.
• The ability to quickly learn new technologies.
• Experience dealing with escalated support issues.

• Excellent stakeholder communication skills.
• Proactive customer success mindset.
• Strong ability to cascade feedback.

• Experience in a highly technical or scientific environment.
• Experience with training, upskilling, or education of customers and colleagues.

• 25 days holiday plus bank holidays.
• Private Healthcare.
• Incentive.
• Other flexible benefits to choose from.

Please note as we receive a high level of applications we can only respond to applicants whose skills & qualifications are suitable for this position. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010.