Software Support Analyst

at  Aptean

LICHFIELD, UK

We are seeking a high-energy, team oriented Support Specialist to provide technical support to SI customers. The Software Support Specialist will work directly with customers to troubleshoot, install and configure the various SI software modules and will report to the Technical Support Manager.
This Support Specialist role is the perfect opportunity to jumpstart your career in technology, you’ll learn diverse software programs, technical support processes, and know each day that your work helps businesses around the globe be successful.

• Provide world-class technical support via telephone, email and chat for SI customers
• Troubleshoot complex issues with use of remote support software
• Learn from customer interactions to help innovate customer experience improvements with better software and support tools
• Identify early symptoms, patterns and solutions for upcoming technology challenges
• Develop best practices, tips and training scripts for customers on proper use of our programs
• Communicate user challenges and software updates across multiple teams including the development team for tracking resolution
• Input all technical issues into bug tracking software to be addressed by appropriate teams
• Assist with Quality Assurance testing
• Opportunity to work on additional projects as necessitated by the Support team