We are Anota, a leading UK DocuWare integration and systems specialist delivering innovative paperless solutions to help our clients do better business and we are looking for an experienced First Line Software Support Specialist to join our technical team in Kingston upon Hull.
The successful candidate will be the first point of support contact for our clients, providing telephone, email and remote assistance to end-users for our core products of DocuWare and Vertosuite.
Providing exceptional technical assistance to our clients, troubleshooting software issues, and ensuring a seamless user experience, this role is essential in ensuring customer satisfaction and driving success through efficient resolution of technical challenges.

EDUCATION:

• GCSE grade 5 or above in English, Maths and IT
• Relevant IT qualification

EXPERIENCE:

• Minimum 1 year in a Software Helpdesk Technical support role

• Making sure our customers know they are loved through excellent customer service.
• Providing first-line technical support via phone, email, Teams, TeamViewer and our Freshdesk ticket system
• Diagnosing and troubleshooting software issues related to configurations, integration, server-based software and user-specific problems, identifying the root causes of technical issues.
• Escalating complex problems to higher-level support or the development team, when necessary, whilst ensuring proper documentation is maintained.
• Logging and tracking customer issues in the helpdesk system, ensuring prompt and accurate ticket resolution.
• Collaborating with other teams, such as development and second line, to provide insights on recurring issues and software improvements.
• Creating and maintaining detailed support documentation, including FAQs, troubleshooting guides, and knowledge base articles.
• Monitoring and ensuring high customer satisfaction, meeting service-level agreements (SLAs) and response times.