Software Support Manager

North London
£35000 - £50000 per annum
11 Jul 2017
08 Aug 2017
Recruitment Genius Ltd
Contract Type
Full Time
This company is a rapidly growing specialist Fire Risk Assessment team, based in East Finchley, North London. They are currently developing a state-of-the-art, web-enabled, bespoke centralised management software package that is set to revolutionise the Fire Risk Assessment industry. The new system will be used by all of their clients, and an experienced Software Support Manager with Software Testing / Quality Assurance experience is now needed to join their dynamic team. The role is primarily based in East Finchley however you will be required to work 1 or 2 days a week at our Software Development Company's offices in Kentish Town, North London.

The Role is to manage and run the software support helpdesk. You will be the first point of contact for software bugs, issues or change requests raised by clients. You will be responsible for:

- Monitoring the helpdesk & support line for new/updated tickets and incoming phone calls.
- Prioritising support issues across multiple client requests.
- Understanding the nature, severity and impact of support calls, tickets and enquiries.
- Accurate recording of all information along with any additional data that might assist with issue resolution (screenshots, steps to reproduce etc).
- Basic and Advanced troubleshooting to replicate and qualify reported issues by gaining a clear understanding of the new software application at a business and technical level including configuration and environment.
- Allocating issues to & liaising with the outsourced Software Development Company's support team.
- Managing issues from initial client reporting through to resolution.
- QA and testing of software changes originated via the helpdesk, before confirming that updated code can be released.
- Constantly managing clients' expectations with regards to the progress of their issues.

You will be:
- A clear thinker and strong communicator with experience liaising directly with clients.
- Excellent in written and spoken English (absolutely essential).
- A capable multi-tasker.
- Able to manage a software support help desk.
- Experienced in hands-on manual testing of web-based software systems.
- Ideally from a software development background.

The role would suit someone who is self-motivated and passionate about maintaining high quality software. You must be a dedicated team player to fit in with our busy but relaxed working environment. We offer competitive rates of pay along with:

- Excellent working conditions.
- In-house training and continuing professional development.
- Negotiated benefits.
- Flexible working hours.
- A motivated and supportive team behind you.

Please send your CV.

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