Software Support Analyst
Hyperspheric Solutions Ltd is the creator of GO 4 Schools, an online service that is transforming the way schools across the country manage and analyse data. We are a small but expanding company, filled with friendly and professional people delivering a first-class software product.
Who you are:
We are looking for an enthusiastic, dedicated person to join our Customer Support Team. You will have excellent communication and problem solving skills with a track record of providing exemplary customer service.Using your diplomacy and empathy skills, you will be committed to championing the highest standards of customer service to achieve great outcomes for schools.
Working in our software support team and reporting to our Software Support Team Leader, your main responsibilities will include:
- Providing technical and product support to customers via telephone, email and online.Receiving and analysing support tickets, using your technical skills to identify and resolve issues.Pre-emptive problem spotting, identifying and notifying customers of potential issues and offering workable solutions.Working closely with the development team to identify and record bugs.Using SQL to investigate issues, and some SQL development to update processing systems.Providing modifications to report templates using XSLT, as per customer request.Assisting the development team with testing.Contributing to the improvement of our product and procedures.Building and maintaining strong customer relationships.Your experience:You should have previous experience in IT, possibly as a technician, developer, tester or analyst looking for a hands-on support role. You are a person with the ability to quickly gain confidence in software products, and a ‘get stuck in’ attitude to problem solving.
GO 4 Schools has an enthusiastic, growing client base. As we grow you will be exposed to all areas of our business and given the opportunity to contribute to any and all of our processes, helping us develop our business and helping you develop your career.