Senior Customer Technical Support Manager - HR Software

• Salary - £45000 - £50,000
• Progression plan to Customer Success Manager if desired
• Office based in Wembley

Unique opportunity to join a successful technical solution role with a focus on deep customer relationship and strategic account management. This is essentially a 2nd / 3rd line support role but with a progression plan built in to a more well rounded Customer success role if this is something you are interested in.
  
You'll be doing this:

• Providing technical support or assistance for incoming issues and concerns related to hardware, software and systems at the first response level via email or phone call and registering tickets when appropriate.
• Assisting with the scheduling of engineers to attend customer site
• 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

The Person

• you'll have had decent work experience in supporting SaaS solutions, ideally at 2nd line or 3rd line capacity, ideally 3-5 years
• strong awareness of Windows DNS servers, routing, SQL
• Excellent verbal and written communication skills
• Excellent customer service and problem-solving skills
• Good computer skills and the ability to troubleshoot software-related problems
• Proficiency in various computer software
• Ability to prioritise tasks
• Time management skills and attention to detail

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.