Job Title: Software Support Engineer
Location: Unit 7 The Pavilions, Cranmore Drive, Shirley, Solihull, B90 4SB
Hours: 37.5 Hours per week – Full Time
Clarity Software has successfully established itself as one of the UK’s best software developers for growing businesses. The Clarity range of products and services began in 2001 with the goal of simplifying quoting, order processing, manufacturing and invoicing for sign and graphics companies.
Now the Clarity developers have built a range to include a hybrid combination of MIS systems, CRM software, ERP solutions, cloud-based systems, mobile apps and locally installed systems – all working together to create a joined up world where critical data moves quickly and freely to the people who need it.
We are seeking a talented support engineer to provide a world-class service to over 800 Clarity support customers.
Purpose of the Job:
Primary objective of this role is to support customers with technical expertise for our software products.
Provide telephone and web-based support services ensuring all issues are logged and completed within our designated SLA timeframes. Owning calls through to resolution.
Work hand-in-hand with colleagues on the Support desk taking ownership of customer queries which require 1st / 2nd line support, as well liaising with Development, Sales and Service teams to aid resolution of customer queries.
Gain in depth knowledge of the software application in order to optimise the best way the software can be used to streamline a company.
Communicate sometimes complex solutions in a simple manner.
Quickly build rapport / relationships with existing customers
Provide world class telephone and web-based customer service for end users, including system/software installation, setup, in-depth issue analysis and database interrogation.
Ownership of customer issues through to resolution
Issues owned kept within our designated SLA timeframes at all times
Liaise with other technical teams; QA, Development and implementation, to assist in resolving problems with software products and customer issues
Managing your own assigned issues, but also working in collaboration with the rest of the support department to aid in issue resolution
To comply with company policies and procedures including health and safety, data protection and security, safeguarding equal opportunities and ensure direct line reports do the same.
To maintain personal and professional development to meet the changing demands of the job, participate in appropriate training activities and encourage and support colleagues.
To undertake such other duties and training as may be reasonably required and which are commensurate with the nature of the post.
Within 3 months
Have a good understanding of software products Clarity Pro & Go.
Answer incoming support calls & respond to customer enquiries.
Install & Upgrade existing client’s software to the latest version.
Shadow Support Engineers to gain knowledge & experience across the breadth of the software applications
Fully capable of using all internal systems.
3 – 6 months
To extend the knowledge on both products Clarity Pro & Go.
Resolve 1st line support calls.
Move towards self-sufficiency
6 months +
Fully trained on both products Clarity Pro & Go
Full member of the support desk