Software Support Technician

Job Description

Based in Kettering, £competitive + excellent benefits.Redfish Systems is an established and growing software house, with an impressive track record of developing and delivering innovative software solutions which power energy-switching websites, nursery management systems, and publishing workflow management products.We listen. We challenge. We deliver. And that applies to our employees as well as our customers.An opportunity has arisen for an experienced Software Support Technician to join our Operations team. Working closely with your Support colleagues and other internal departments you will be responsible for resolving customer support requests to ensure a consistently excellent customer experience.We are based in Kettering, and offer a professional, dynamic and friendly place where you will have the opportunity to learn new technologies, develop new skills and contribute to the ongoing improvement of the Support function processes.Key responsibilities include:- Prioritise, address and resolve customer issues appropriately and within a timely manner in line with any SLAs/KPIs.- Take appropriate action to investigate and resolve problems, monitoring their progress and escalating where necessary- Identify recurring issues, analyse patterns and trends and make suggestions to remedy or prevent; implement these solutions where appropriate- Work closely with the Customer Relationship Managers where items of sufficient complexity require their input in order to understand and address- Working diligently and ensuring 100% accuracy at all time due to role’s requirement to work with live data- Ensure daily checks are carried out optimally as required- Communicate effectively with internal teams – Customer Relationship, Development and QA Departments, to ensure full understanding of and adherence to the scheduling strategy to ensure timely resolution of issues- Take responsibility for own workload and keep others informed, highlighting potential problems and suggesting solutions to ensure continuity of service delivery- Work together with other internal departments to identify any process improvements to improve standards and efficiency- Provide management information as required- Using, protecting and maintaining data within their role to ensure the Company’s IT security, data protection and - ISO standards are adhered to at all times.- Perform other related duties as requiredKnowledge & Experience required:- Excellent IT skills with proven in depth SQL knowledge & experience- Experience of Microsoft Office and web based systems- Experience of providing IT support to external clients and the processes associated with it- Experience of using Jira or equivalent to manage, allocate and monitor support tasks- Working knowledge of CRM systems or similar- Working understanding of IT security & confidentiality fundamentalsPersonal skills & attributes required:- Highly technically competent with proven ability to quickly learn new systems- Highly organised with strong attention to detail- Excellent written communication skills with emphasis on high levels of accuracy- Excellent customer service experience with ability to communicate confidently and calmly- Proactive and self-motivated, demonstrating initiative with a ‘can do’ approach- Excellent problem solving skills with ability to think laterally- Confident under pressure with ability to make balanced decisions in a timely manner and prioritise appropriately- Strong team player who integrates easily and communicates positivelyBenefits- Death in Service cover- Competitive pension scheme- 25 days’ annual leave + Bank Holidays- Employee Assistance Programme- Private healthcare- Free car parking- Free weekly fruit delivery (healthy living scheme)Please note, an enhanced DBS check will be conducted via the Company once an offer of employment has been accepted.Ref: 96644