Software Support Analyst
Peterborough
£25,000 to £30,000
Do you possess a passion for customer service, coupled with a forward-thinking mindset? Are you in pursuit of a fulfilling career, not just a job?
If you bring a background in excellent customer experience and IT support and are looking to take the next steps into the world of IT, this role could be just for you! With a drive to establish yourself in our leading EPOS and Ticketing technologies, our role not only offers a platform to refine your existing skills but also provides tailored training to elevate your technical proficiency and expertise within the position.
If you're ready to chart a path towards professional growth and success, this role could be the perfect fit for you!
Company Overview
The HBP Group is the number one choice for many businesses across the UK looking for reliable, award winning business technology. Providing a range of services including local IT Support, Accounts software and EPOS solutions. We offer our customers a range of the best market leading products and services to streamline complex business processes and increase efficiency. We have 5 offices including our head office in Scunthorpe, an office in Hull, another office in Peterborough and a further one in both Hampshire and Cornwall.
The Role
Based in our vibrant Peterborough office, we're thrilled to present you with a fantastic opportunity to become a crucial part of our award-winning customer experience team. Our mission? Delivering top-tier Epos and Ticketing software solutions to hundreds of delighted customers!
You'll join an exceptional team renowned for their unparalleled product expertise and customer service prowess. Together, we form a united front dedicated to providing our customers with not just support, but technical mastery and an unforgettable, personable experience.
The right candidate will have a relentless drive for continual development with the resolve to dig deep into queries in order to find and deliver results to our customers. Multi-tasking is an ever present requirement, so be prepared to join a fast paced, dynamic and driven role.
As a multi-accredited software powerhouse, we're setting the bar high in the industry, and we're on the lookout for our next team member to join our ranks. This isn't just a role; it's your golden ticket to be a driving force in our relentless pursuit of software excellence.
Responsibilities
Within this role, some of the key areas you will be responsible for are:
- Responding to incoming phone calls and emails whilst maintaining our customer SLA’s
- Providing excellent customer service and technical clarity to our customer base.
- Maintaining records of customer interactions and changes.
- Ensuring tickets are resolved to a high standard, getting to the root cause of the issues proactively.
- Contribute towards team and company strategies, goals, and targets.
- Carrying out customer data fixes and ensuring this is compliant with audit requirements.
- Being aware of and abiding by GDPR Regulations, treating customer data with care and sensitivity.
- Assisting with small projects for customers such as moving the application to a new server, bite-size training, imports, and report writing.
- Attending and contributing in team coaching sessions & customer handovers
- Creating customer-facing content that may include Help sheets, Videos, Training Guides, and Webinars
- Continual personal development and training including continual product / legislative development.
Knowledge & Experience
To be a successful Software Support Analyst you will possess the following:
Essential
- At least 1 year helpdesk experience/ticketing system experience
- Basic Windows network troubleshooting experience
- Strong Windows Operating System knowledge
- Software installation experience
- Excellent communication skills including Experience writing and maintaining documentation.
- Excellent customer service
- Structured problem-solving skills, with great ability to troubleshoot and diagnose issues quickly.
- Able to work as part of a team or on your own
Desirable
- AAT Level 2 qualification or equivalent (or significant accounting / business & finance knowledge)
- Application Support experience
- SQL Server experience
- ITIL Knowledge/Qualifications
- MTA/MCP Qualifications
Why work for us?
Here at the HBP Group we are passionate about our business and our customers, and believe our people are our most asset. Driven by our commitment to creating a great place to work for all our staff, we are always looking for ways to improve our employee experience.
We are committed to being a truly great place to work. As an accredited Living Wage Foundation employer, we proudly pay the Real Living Wage and are working towards earning Best Companies 3 Star “World Class employer to work for” accreditation in the future.
That’s why it’s a great time to join The HBP Group… As we continue our successful journey with exciting and achievable growth plans, we want to focus not only on our overall commercial objectives but creating a great working environment for our staff to thrive. That’s why we are looking for people who are passionate, trustworthy, and forward-thinking to join our team.
Here are some of the fantastic benefits we offer and our people love:
- 36 days of holiday (28 days plus bank holidays), pro-rated for part-time employees.
- Option to sell back holiday *
- Salary Sacrifice Pension Scheme and a range of additional salary sacrifice options, including Electric/Hybrid Car, Bike to Work, and Childcare schemes*.
- Enhanced family-friendly leave, including Maternity Pay*, Paternity Pay*, and our compassionate “Time to Say Goodbye” bereavement leave”.
- Mid Year and Year End Appreciation Parties, themed office days (yes, even Pancake Day!), and fundraising events supporting our chosen charities.
- A friendly, inclusive working environment ... we genuinely are a great bunch.
- Free lunches and summer BBQs.
- Quarterly Rise & Shine breakfast events to bring the team together.
- Casual business dress code, with the option to choose from our free workwear wardrobe.
- Christmas Thank You Bonus*.
- Structured support and guidance from day one, including tailored training plans to help you succeed.
- On site parking for convenience.
- Access to wellness activities to support your wellbeing.
*Eligibility criteria or length-of-service requirements apply.
- Length of service eligibility criteria
If you think you fit the description above and you like the sound of what we have to offer…then this could be a great opportunity for you to join a growing, well-established business and progress your career.
Closing Date:
