IT / Software Support Engineer - Award-Winning SaaS. Hybrid

We are the makers of the fastest-growing vending management software in the British Isles, helping clients monitor/manage their estates of vending and coffee machines, as well as micro markets, through our extensive/powerful vending management systems.

We have an exciting opportunity for an IT / Software Support Engineer to join our multi-award-winning team.

The Role at a Glance:

SaaS / Software Support Engineer
Sheffield (S8) / Hybrid 2 Fixed Days Per Week
£25,000 – £28,000 Dependent on Experience
Full Time - Permanent
25 days holiday plus bank holidays and other benefits
37.5 Hours Per Week

Culture: Embrace Innovation and Change
Company: Award winning SaaS company & leading provider of vending and coffee management software
Pedigree: Award winning for our products and services. Award winning Support. UK Market Leader, growing in EMEA.

Role Purpose: Supporting, engaging and managing clients use of our vending management system to make them more profitable and efficient.

Your Background / Skills: Customer Service, First Line Support, Excellent Communication, Software Testing, Software Support, Client Management.

A typical week as a IT / Software Support Engineer:

1. Effectively responding to first-line support queries from customers using the company’s software via phone call and email.
2. Providing an accurate, efficient and customer-focused response.
3. Escalating issues to 2nd line support when necessary.
4. Delivering excellent verbal and written communication and always helping to find a resolution.
5. Responding and assisting more advanced software support enquiries and continuing to monitor progress to ensure a resolution is achieved.
6. Assisting with software testing as required, prior to the release of new software versions.
7. Assisting the company's Software Migration Team in the implementation of the software for new customers.
8. Provide software support across a range of platforms including Windows Desktop, SQL Server, Android Mobile Application and Microsoft RDP/RD Web.
9. Assisting the Support Manager in escalating complicated issues to the development team and keeping the customers informed of progress.
10. Assisting the Support Manager in the management of support for clients through Zoho Desk and CRM.

What will you bring?

1. Experience of working in a customer-facing IT office environment or software support role.
2. Proven ability to proactively address customer concerns and exceed expectations.
3. Passion for real-time problem solving and troubleshooting complex problems.
4. Strong written and verbal communication skills.
5. Ability to communicate effectively with technical and non-technical users.
6. Analytical thinking and attention to detail.
7. Experience in working to deadlines and prioritizing competing workloads.
8. Proficient in the use of Microsoft Applications, Services and Android.
9. Ability to work independently and as part of a team.
10. Demonstrable planning and organisational skills.
11. Willingness to conduct ad-hoc or exploratory testing.
12. Self-motivated and able to learn/resolve new software and business processes in a prompt manner.
13. Can-do attitude with a desire to learn new skills and technologies unique to the Vending industry.

Desirable skills:

1. Multilingual.
2. Technical exposure of Microsoft SQL Server.
3. Experience of AWS platforms.
4. Experience of working within the Vending or Beverage Industry.
5. Educated to A-Level standard or equivalent, English, Maths or IT.

Why Join Us?

1. Competitive salary and benefits package.
2. Opportunity to work on cutting-edge technologies.
3. Supportive and collaborative team environment.
4. Opportunities for professional growth and development.

Sounds like a good fit? Apply here for a fast-track path to our Leadership Team.

Your Background / Previous Roles May Include:
1st Line Support, 2nd Tier Support, SaaS Support, Android Support, Windows Support, Desktop Support, Junior IT Support, IT Graduate, Microsoft Applications Support, Tech Support, Customer Support.