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Software Support (First Line) - central London - £30,000

Job Title: Software Support (First Line) - central London - £30,000
Contract Type: Permanent
Location: London, England
Salary: £27000 - £30000 per annum
Start Date: asap
REF: ASH17669EWN_1551877219
Contact Name: Epiphany Wright-Nash
Contact Email:
Job Published: 4 months ago

Job Description

Software Support (First Line) - central London - £30,000

The Ashdown Group has been engaged by successful business, with a bespoke real time software solution, used by private sector, public sector and local government organisation.

Situated in impressive offices in the heart of London, this fantastic opportunity will see you providing 1st class support to their customer base. Reporting into and working closely with the Head of Support and Product Owner, you will act as the first point of contact for customer enquiries, working to resolve any issues quickly and efficiently whilst also ensuring the Salesforce CRM and bespoke system is maintained without any discrepancies.

You key responsibilities will be:

Conducting the triaging for customer enquiries, logging them correctly and following the ticket through to completion stage

* Ensuring detailed correspondence to the relevant internal and external stakeholders at every juncture

* Replicating bugs as reported by customers to gain a deeper understanding into the potential issue whilst also championing their resolution

* Communicating with the customer base through the medium of telephone and email to deliver stand-out service

* Informing the relevant heads of departments and wider teams to any potential leads and opportunities to drive the business forward

* Compiling reports on customer support metrics on a weekly basis

* Assisting with release testing and communication, as and when it is required

This truly is an exciting time to join as the business are on an upward trajectory and have ambitious plans for rapid growth over the coming year.

To secure an interview, it is absolutely essential that the successful candidate is a strong communicator who is able to deliver excellent customer support and has experience of doing so in a technical capacity. They should be confident building relationships with customers and internal stakeholders alike and demonstrate a methodical approach to resolving tickets and showing themselves to be adept at and enthusiastic to learn new systems and technologies.

Your previous experience may have been gained in a Helpdesk role, Application Support role or other Software or CRM Support role. Experience with Salesforce specifically is not essential, as full training will be given on this, but experience with other CRM's is. Finally, a Software or IT related degree, although not essential, would be considered highly advantageous to your application.

In addition to the basic salary of up to £30,000, you will also be rewarded with 24 days holiday, plus BH and additional benefits. To register your interest for the role, please send a Word copy of your CV with the reference number ASH17669EWN.

The Ashdown Group Ltd acts as an employment agency in respect of permanent vacancies and as an employment business in respect of temporary vacancies.