Graduate Technical Support Executive - HR Software

• Graduate Technical Support Executive - HR Software
• Salary - £25,000 - £30,000
• Progression potential to Customer Success
• Route into the world of SaaS
• 22 days holiday + your birthday off
• Office based, Wembley

This job is perfect for a graduate with some basic work experience or perhaps someone with no degree but with 1 or two years experience in desktop support. You'll work within a growing and thriving team to support customers on software and hardware support issues as a 1st line agent.
  
You'll be responsible for a host of reactive and proactive customer activities and will be the primary point of contact via telephone and email for customers with support queries.
  
You'll be used to working in a team and have great interpersonal skills both internally and externally.
  
You'll need to be in the Wembley office 5 days a week.
  
You'll be doing this:

• Monitoring and responding effectively and quickly to requests received via the helpdesk and effectively triaging and allocating ticket
• Providing technical support or assistance for incoming issues and concerns related to hardware, software and systems
• Assisting with the scheduling of engineers to attend customer site
• Dealing with basic administration for the team – booking hotels etc.
• Reporting significant or recurring problems to the tier-2 support team and gathering feedback to determine issues and patterns so that they can be resolved, or FAQs can be provided to clients to help them troubleshoot the problem themselves
• Assisting workshop with preparation of devices for shipment and arranging collection from engineers

You

• This may be your first role, but you will have an interest in developing a career in Customer Support or Customer Success within a tech company.
• Or you'll have worked in a similar support role before, but looking for a step up
• Good computer skills and the ability to troubleshoot software-related problems
• Ability to prioritise tasks and manage your time!

The Company
  
A pioneer in Software as a Service (SaaS) workforce management and access control solutions. With its own intuitive software platform and biometric hardware devices, the company is an innovator with over 30-years’ experience as a total solutions provider helping thousands of organisations across EMEA operate more efficiently, save money, and keep people and assets safe.