Software Support Engineer
Supporting a UK\-wide network of over 5,000 local, expert technology providers, Giacom makes it really simple for technology resellers and MSPs to access everything they need to create brilliant technology solutions for UK businesses.
Giacom’s market\-leading platform, Cloud Market, provides one place where partners can procure and manage comms, cloud, hardware and IT products and services, from the world’s leading vendors and service providers.
The purpose of the Software Support Engineer role is to provide dedicated technical support to our partners using our billing software. You will be responsible for diagnosing and troubleshooting technical issues, ensuring that the software operates smoothly and efficiently for our partners. By offering timely resolutions and clear communication, you will help maintain a high level of customer satisfaction.
What you'll be doing
- Provide technical support to partners using our award winning billing software.
- Respond promptly to partner inquiries, ensuring timely resolution in line with KPI’s
- Collaborate with internal teams to escalate complex issues and facilitate swift responses.
- Maintain detailed records of support interaction and solutions in ZOHO Desk/Zendesk for future reference.
- Identify recurring issues and report them to the relevant teams/persons with the correct level of detail.
- Monitor and manage ticket queues to ensure issues are prioritised and handled effectively.
- Maintain a high level of customer satisfaction (CSAT) through proactive and professional communication with partners.
- Strong problem solving skills and a good understanding of hosted/cloud based software.
- Proven experience working in a support environment.
- Strong communication skills and ability to engage with people possessing various degrees of technical understanding.
- Ability to manage time and prioritise work efficiently.
- A commitment to service improvement with a customer focused attitude.
- Investment in your future career with a variety of learning and development opportunities.
- No dress code \- embrace the freedom to bring your whole self to work.
- 25 days annual leave, plus bank holidays. You'll even get your birthday off, too!
- A pension plan for your future.
- Complimentary refreshments in all our offices.
Diversity and equality lie at the heart of our values. As an equal opportunities and disability\-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation
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