Technical Support Specialist

Technical Support Specialist

Location: Gloucester

Salary: £22,000 - £25,000 per annum (dependent on experience)

Job Type: Full-Time

Our client is a small, family-run business specialising in providing customised software solutions for the windows and doors industry. Their in-house software, Focus40, helps their clients design, estimate, and manage their projects with ease. As they continue to grow, they are looking for a dedicated and knowledgeable Technical Support Specialist to join their team and assist their customers in getting the most out of their software.

The Role

As a Technical Support Specialist, you will be responsible for providing exceptional customer support for their Windows-based software. You will troubleshoot and resolve issues, provide training, and assist clients with using their software efficiently. This role is vital to maintaining the high level of service their customers expect from a family-oriented business.

Key Responsibilities:

• Provide Customer Support: Assist clients with technical issues, queries, and troubleshooting related to their software via phone, email, and remote sessions.
• Software Training: Offer guidance and training to customers, helping them navigate and utilize the features of their software effectively.
• Troubleshooting & Problem Solving: Diagnose and resolve software issues on Windows-based systems, ensuring minimal disruption to customers' workflow.
• Software Updates: Assist clients with the installation of software updates and provide necessary guidance on new features and changes.
• Client Communication: Maintain clear and friendly communication with customers, ensuring timely responses to queries and follow-up for resolution.
• Collaboration with Development Team: Work closely with the development team to communicate recurring issues or feature requests from customers to help improve the software.
• Documentation: Create and update user guides, FAQs, and training materials to assist customers in better understanding and using the software.

Skills and Qualifications

Technical Skills:

• Proficiency with Windows-based systems (Windows 10/11).
• Basic understanding of software installation, configuration, and troubleshooting.
• Familiarity with remote desktop tools and support software.
• Experience with technical support and customer service roles, preferably in a software or IT environment.

Soft Skills:

• Strong communication skills, both written and verbal, with a friendly and patient approach.
• Excellent problem-solving abilities and attention to detail.
• Ability to work independently and as part of a small team.
• Strong organizational skills with the ability to prioritise tasks efficiently.

Preferred Experience:

Full training will be given on both the support role and the software, but:

• Previous experience in a technical support role, particularly in a small business environment would be a bonus.
• Experience with software used in the construction, windows, or doors industry would be a useful but is not essential.
• Knowledge of similar industry-specific tools is a plus.

Benefits

• A friendly, supportive, and family-oriented work environment.
• Opportunities for growth and development within the company.
• Competitive salary and benefits.
• Flexibility, hybrid-working where appropriate and work-life balance.
• The chance to make a real impact in a small but growing business.

To Apply

If you feel you are a suitable candidate and would like to work for this reputable company, then please do not hesitate to apply.