Service Manager - Software Support - 2nd Line

Pearson Whiffin IT
Staines-upon-Thames, Middlesex
18 Jun 2017
17 Jul 2017
Contract Type
Full Time

Service Manager - Software Support - 2nd Line Support - Staines, Middlesex - Up to £38,000 plus excellent benefits - ASAP Start

I am currently looking for a Service Manager (2nd Line Software Support/Product Expert) to join a leading business based in Staines. You will be the product expert on the companies software that they supply to clients providing consultancy, guidance, assistance and technical support covering functionality, problem solving as well as day to day operations.

Daily duties

  • Provide excellent technical support to customers
  • Receive service requests for product configuration, functionality or technical issues
  • Provide consultative guidance to customers
  • manage customer requirement for enhancements
  • Maintain accurate, high quality and timely documentation for steps and activities undertaken in order to resolve customer queries
  • Be the point of escalation for unresolved client issues and escalate to other internal departments as necessary
  • Communicate all bugs to internal QA team
  • Carry out client reviews
  • Educate and train customers on product features and additional services
  • Create knowledge base documents
  • Ensure technical knowledge and skills are always up to date

Skills required

  • Strong software support background providing support to business customers
  • Ideally 3/4+ years in a software support role supporting customers
  • Strong experience in progress monitoring
  • Strong hand son experience of delivering new customer systems (configuration only, no development)
  • Ability to present excellent presentations to clients
  • Strong analytical, written and verbal skills
  • Ability to communicate with non technical staff
  • Excellent problem solving skills
  • Ability to lead your own projects and deliver end product on time
  • Any experience from the travel or expense management industry is highly desirable due to the fats paced forever changing environment

Benefits - 25 days holiday, annual bonus, AXA health care, Bupa Travel cover, Health shield treatments, Life Assurance, Income protection, 6% pension, progression, training and a recent £50k refurbished modern office with the latest IT equipment, extremely friendly and social team.

Service Manager - Software Support - 2nd Line Support - Staines, Middlesex - Up to £38,000 plus excellent benefits - ASAP Start