Software Support Specialist

Ideagen Software Ltd
£15,000 per annum + company benefits
05 Oct 2017
08 Nov 2017
Contract Type
Full Time
As a supplier of compliance management solutions with over 1500+ customers using our products, it would be easy to label Ideagen Plc as a software company, but with offices across the UK, USA, Bulgaria, Malaysia and Dubai we are so much more than that. We are a company that continually works with its customers to maximise what can be achieved with effective management of their compliance system – a remit much wider than a set of products.

Ideagen is entering an exciting time of expansion and is looking to transform our highly respected support helpdesk into a world class customer support team who put the needs of our growing international customer base above all else.

As a Software Support Specialist, your primary responsibility will be to deliver product related functional and technical support, ensuring the needs of our customers are not only met but exceeded. This is an ideal opportunity for a customer-focused individual with a technical background and a drive to succeed, looking to kick start their career within an exciting and dynamic company.

Key responsibilities of the role include:You will be given full training on all products, as well as professional training on the underlying technologies used thereby providing exposure to the latest technologies. You will also have a mentor to guide your development within support team and beyond. Helping our customers achieve their goals by using our solutions to their full potential.Providing in-depth technical support for technologies related to our products (e.g. SQL).Getting involved with customers by engaging with end users on our Customer Portal website and social media platformsGetting creative by producing collateral for use on our websites, such as self-help articles, help videos, blogs, etcTaking ownership over issues, proactive tasks and projects and see them through to completionResolve cases using knowledge gained through product training, support documentation and personal knowledgeWorking closely with our design, development and test teams (further expanding your skillset) for support issues, project work and proactive assignment.To be considered for this position, you must have:A HND (or equivalent) or proven IT experienceStrong numeracy skills (GCSE Maths or higher preferred)In-depth knowledge of Microsoft Windows and the differences between operating systemsA willingness to learn new technologies and skillsMotivation to meet team goals and objectivesThe ability to explain complex concepts in layman’s termsExcellent written communication/technical authoring skillsExcellent verbal communication skills (including the ability to interact with customers face-to-face)Desirable:The ability to understand SQL scripts
SQL Database Management
Experience using the telephone to provide customer support
The ability to troubleshoot network connectivity issues

What's in it for you?While we take our work and deliverables seriously, we have a relaxed working environment and we want our people to be rewarded for their hard work. We offer benefits such as; Life Insurance, Private Medical Insurance, Contributory Pension Scheme, Company Share Incentive Scheme, Childcare Vouchers and 32 days’ holiday including statutory holidays and your birthday - We feel it is important that all our people get to celebrate their birthday, so have the day off on us!

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