Software support specialist


Software support specialist

The Software Specialist provides primary support for internal and external customers. Their advanced technical knowledge, of OneFile products and the apprenticeship market, helps them to identify, reproduce and escalate software issues to the Technology team. In their downtime they are responsible for creating supporting materials and online guides for customers to build their knowledge of the products and promote self-service help solutions to improve customer satisfaction and speed of service.

It's essential that you are:

  1. An excellent verbal communicator with customers on the phone, via online messenger (e.g. Freshdesk or similar), or email
  2. Efficient and organised in delivering the software support process consistently to a high quality and delivering all tasks within agreed timeframes
  3. Able to multitask and effectively communicate the status and impact of issues internally to ensure risks are mitigated and customer service is delivered efficiently
  4. Confident in communicating status updates and next steps to the customer, and setting clear expectations with the customer, which we then exceed
  5. Able to work with key stakeholders to deliver online training guides to improve the self-service for customers and empower them to solve their own issues and reduce repeated issue calls to the technical support desk

The role would suit someone who has:

  • Passion and working knowledge of OneFile products (preferable, but not essential as training will be given)
  • Advanced troubleshooting skills
  • Strong customer service ethos
  • Ability to work well as an individual and as a team
  • Excellent written and verbal communication skills

Our values underpin everything we do:

  • Courage
  • Compassion
  • Creativity
  • Respect
  • Integrity

Why OneFile?

OneFile is the UK’s go-to software for apprenticeships. Our award-winning software is used by over 1 million people around the world every day to learn, share and grow. And that’s exactly what we do in-house too. We’re a family of like-minded, hard-working people who work together to build outstanding software, learn from each other, and make a difference in people’s lives.

To apply for this job, email your CV and cover letter to [email protected]