Software Support Engineer

Job description
Software Support Engineer Chester Salary £25,000 Monday – Friday / 08:00 – 16:00 (Early finish on Friday’s) My client is a leading SaaS business, that have rapidly grown to become a trusted leader іn their industry by disrupting traditional services with a progressive approach. My client is looking for a Software Support Engineer to help their clients succeed. You'll work closely with their clients, providing world-class service while addressing issues such as API calls, data discrepancies, reporting troubleshooting, account configuration, and general problem-solving (product-related). The successful Software Support Engineer will report directly to the Head of Support, who has high expectations for delivering first-class service. What your responsible for
• Deliver comprehensive product support to both new and existing clients through a ticketing system, instant chat, and online documentation.
• You'll focus on resolving support requests promptly while maintaining full ownership of tickets and ensuring client satisfaction.
• You'll also serve as a liaison for development and product enhancement, escalating bugs and reproducing customer issues to assist with improvements.
• Your efforts will contribute to maintaining my client's industry-leading customer satisfaction and reputation.
• You'll provide support during high-ticket volume hours from 08:00 - 16:00 What you need to succeed
• Proven experience in troubleshooting.
• A customer-centric mindset, always striving to exceed expectations.
• Strong communication skills with a focus on delivering feedback for a seamless customer experience.
• Empathy for client concerns and a commitment to resolving issues for both the client and My Client.
• A collaborative attitude with the willingness to support team members and ask for help when necessary.
• Familiarity with APIs To stand out
• Demonstrated expertise in providing top-tier customer service.
• Technical experience in performance marketing and analytics.
• Bachelor's degree in computer science or information technology. What You’ll Get
• Casual dress code
• Work from home 2 days per week
• Gym membership contribution
• Plus, more