> Markdown version of [/jobs/ext/1119533-software-support](https://www.wearedevelopers.com/jobs/ext/1119533-software-support). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Software Support - **Company:** Optix - **Location:** Nether Poppleton, UK (Remote available) - **Salary:** £25,000.0 - **Contract:** Permanent contract - **Skills:** Software as a Service, Data Logging - **Published:** July 2, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=2259d871eca94c8a ## About the Role * Previous experience in a 1st line IT Helpdesk/ Service Support or similar technical role is desirable but not essential * Experience using desktop support tools is desirable but not essential * A team player who can handle support tickets and troubleshoot first line issues * Strong and clear communication skills, both written and verbal * Strong interpersonal skills with the ability to work well as a collaborator as well as an individual * Good rapport building skills * Strong problem solving skills with a structured, calm approach under pressure * A positive attitude to work and customer first mindset * A desire to develop your skillset * An interest in gaining exposure to innovative technologies * The ability to work well under pressure to deadlines and prioritise workload without compromising on quality * A full UK driving licence ## Description This role is a blend of technical support and customer service where you will have a first-hand role in enabling our client base to get the most out of the software whilst fixing faults and issues as they arise. This is not your typical service desk role, every day is different and is far more first-hand, with the opportunity to take ownership of issues through to fruition as well as having direct client contact. This role would suit someone with an interest in developing a career in customer support with a technical edge. We welcome candidates with strong, transferrable customer service skills. We will provide full training on the technical/software side. Hours of work: full time 37.5 hours per week between Monday - Friday 08:00 am - 6:00 pm, plus 1 in 6 Saturdays working 09:00 am - 15:00 pm. Hybrid working with the office available in York. You are required to work from the office 3 days per week., * Responsible for the first-line technical support for hardware, software, SaaS application and network-related issues of Optix clients * Managing client contact via phone and email, aiming to resolve 90% of issues and queries on the same day * Remotely logging in to the client site to fix common faults or directing the client to resolve the fault themselves * Take ownership of issues ensuring complete customer satisfaction, consulting with subject matter experts and the wider development team when required * Attending client visits at local sites may become a part of the role as time goes on. This will be an opportunity to demonstrate the software and services * Educate new and existing clients on the product via video calls and conferences * Assist with process improvement, offering new concepts and ideas to benefit the team and company * Carry out basic User Acceptance Testing (UAT) to ensure system changes meet business requirements prior to release * Once fully trained, assist with training and mentoring new starters ## Related Videos - [Beyond the Hype: Building Trustworthy and Reliable LLM Applications with Guardrails](https://www.wearedevelopers.com/videos/1594-beyond-the-hype-building-trustworthy-and-reliable-llm-applications-with-guardrails) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Fleet Management - Reinvented](https://www.wearedevelopers.com/videos/473-fleet-management-reinvented) - [Build Delightful Mobile Experiences with Kotlin, Realm, and Atlas Device Sync](https://www.wearedevelopers.com/videos/694-build-delightful-mobile-experiences-with-kotlin-realm-and-atlas-device-sync) - [The ABC of DX](https://www.wearedevelopers.com/videos/727-the-abc-of-dx) ## Related Articles - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)