Software Support Technician

My client based in Reading are looking for a Support Specialist to support their customers in the use of using their on-line learning platform. Previous technical or software support would be preferable. This is a Hybrid role paying £25-28Kpa depending on experience.This role will suit a career minded, driven candidate with excellent attention to detail.My client are committed to employee development and this could lead to a career in Account Management, Software Development or Team Management.• To respond promptly to customer inquiries and requests on tickets that will be logged through the CRM tool.• To handle and resolve customer complaints, then escalating to senior management when a resolution cannot be identified, all within agreed KPI guidelines.• To obtain and evaluate all relevant information to maintain quality befitting of a world class support service.• To manage customers' accounts and databases across the Review, Learn and Insight modules as well as other accounts.• To prepare, analyse and distribute customer activity reports relating to learner progression and completion.• As part of the Support Team (Tier 1), to communicate and co-ordinate with internal departments, including the Technical Team (Tier 2) and Development Team (Tier 3)• To facilitate working closely together across disparate teams and widely varying time zones with clear communication to ensure a collaborative approach.• There will be business driven goals (KPIs) to achieve each year - these will be a combination of company and personal goals and will have an impact on your personal remuneration