SOFTWARE SUPPORT ADVISOR

This is a predominantly email-based support role where you’ll become an expert in the company’s software, helping customers with product queries and ensuring they receive an outstanding level of service. You’ll investigate customer enquiries, provide clear and accurate responses, and work closely with colleagues to ensure issues are resolved efficiently. As you develop your product knowledge, you’ll also help create user guides and simple tutorial videos to support customers and enhance their overall experience. This role involves very little telephone work and would suit someone who enjoys written communication, problem solving and learning new software., * Respond to customer support enquiries via email, with occasional telephone support

• Become an expert in the company’s software products
• Investigate customer queries and provide accurate, helpful solutions
• Escalate more complex issues where appropriate
• Deliver a consistently high standard of customer service
• Create and maintain customer help guides and knowledge base articles
• Produce simple screen-recorded tutorial videos to assist customers
• Identify recurring customer queries and suggest improvements to support documentation
• Build positive relationships with customers through professional and friendly communication
• Suggest product enhancements together with UX/UI improvements

You’ll enjoy helping people, be naturally organised and have a genuine interest in technology. You’ll take pride in providing excellent customer service and be confident learning new software systems.

We’re looking for someone with:

• Previous experience in a software support, IT support or technical customer service role
• Excellent written communication skills, with a strong grasp of spelling and grammar
• A friendly, professional and patient approach to customer support
• Strong problem-solving and organisational skills
• Confidence using and learning new software applications
• The ability to explain technical information in a clear and easy-to-understand way
• A genuine interest in technology

Desirable Skills & Experience The following would be advantageous, although not essential:

• A qualification in Computer Science (GCSE, A Level or equivalent)
• Experience supporting software applications or SaaS products
• Knowledge of accountancy or bookkeeping software
• Experience using a CRM or helpdesk ticketing system
• Experience creating user guides or screen-recorded tutorial videos

• Fully remote working
• Monday to Friday working hours
• Friendly, supportive and collaborative team
• Comprehensive product training
• Opportunity to develop your technical knowledge and product expertise
• Long-term career prospects within a growing software company
• Competitive salary and benefits

If you’re technically minded, enjoy solving problems and take pride in delivering exceptional customer service, we’d love to hear from you.

Our client is an established and highly respected software company providing specialist solutions. They pride themselves on delivering exceptional customer support and building long-term relationships with their customers through friendly, knowledgeable and responsive service. They are now looking for a Software Support Advisor to join their growing team. This is an excellent opportunity for someone who enjoys helping customers, has a genuine interest in technology and wants to build a career within a successful software business.