As a Software Support Analyst with Hoowla you will have the opportunity to learn and understand complex software issues, engage with our client base, and provide an incredible customer experience every day.
In this position you will be the primary point of contact for a broad variety of customers (financial, property and legal institutions), assisting with a wide range of questions and issues. Hoowla will rely on you to listen to and empathise with our clients and use your troubleshooting skills, technical savvy, and creativity to meet their needs and deliver a consistent, professional experience.
Founded in 2013, Hoowla has organically grown to become a leading independent provider of innovative case management software. We are a dynamic and fast moving company and are looking for a team member that wants to grow with us.
We are looking for a problem-solver that loves to take on challenges, someone who has a curiosity to learn how things work, and excellent written and verbal communication skills to help our clients get the most out of Hoowla. While you thrive in a fast-paced, innovative environment, you provide great customer service and make every interaction a positive, personalised experience.
Reporting to the Software Support Manager your responsibilities will be:

ESSENTIAL SKILLS

• Customer focus and a passion for support
• Able to work comfortably and efficiently under pressure in a fast changing and busy support environment
• Deadline driven
• Able to provide excellent customer service and clearly manage expectations
• Well organised and able to manage multiple activities
• Understanding the basics of computer software products such as MS Office
• Aptitude for technology
• Professional communication skills
• Creative and curious trouble shooter

WHO WE ARE:

We are Hoowla, an innovative and rapidly growing software provider to the legal and conveyancing industry. We are passionate about improving an industry, helping customers and solving problems. We strive to provide the very best software and an excellent service to our customers and are continually developing new and exciting tools to enhance our offering.
We are looking to hire a Software Support Analyst to work on our ever-changing legal case management system.
This is an excellent opportunity to be part of an enthusiastic service team with opportunities to grow with the company.
Job Types: Full-time, Permanent, Graduate
Pay: £25,000.00-£35,000.00 per year
Work Location: In perso

• To learn and support the Hoowla software product to a proficient level
• To answer promptly and efficiently support cases in accordance with internal SLAs
• To ensure that all case activity is recorded promptly and clearly in the support database to enable colleagues to fully understand what has been done
• To contribute to, and utilise, the product knowledge centres and promote self-help amongst the client base
• To proactively obtain relevant technical and product knowledge as required for the customer
• To carry out any other reasonable tasks required with the role
• Conduct all customer interactions in a highly professional and courteous manner
• Record and escalate software defects and requirements