Software Support Engineer - Part Time

Here at Imagitech, we are seeking a Part TimeSoftware Support Engineer to join our team. You will be based at our office in SA1, Swansea, with the option of hybrid working from home. The role is a permanent position.

Imagitech has been in the software business for over 25 years. Consistently adapting to a rapidly evolving field, Imagitech develops and sells exam preparation systems for learner and professional drivers as well as software for workers and managers in the construction industry. Our solutions have helped millions prepare for their tests.

Imagitech is an Employee Owned Business (eligibility is met after 12 months service), and we are proud to be a committed, disability-confident employer.

We are looking for a Software Support Engineer, with some knowledge or experience in supporting customers in the IT industry. If you have relevant experience, enthusiasm, good language and IT skills - and a great eye for detail, then this would be the role for you. A competitive salary is on offer, along with other benefits. If this is the sort of opportunity you are looking for, then please apply as directed below.

Previous experience working on a Service Desk or a similar environment working to SLA’s is advantageous but not essential. Training will be provided for this role and in the products we develop, and you will be working as part of highly capable and friendly team.

Imagitech has a flexible approach to work, giving staff the option to operate from home or from the office in Swansea. There may be the occasional requirement to work from the office, for example, 2 days for induction or the occasional meeting.

The role is Part Time - between 16 to 24 hours per week, flexible working is available. An example of shift pattern would be:

12.00-17.00 Wednesday/Thursday/Friday and 1600-1900 on Sundays for 18 hours per week. The working hours are negotiable but will include weekend working.

There may be short periods of time when this shift pattern may need to change (to cover holiday or illness), so flexibility would be welcomed.

Interview dates to be confirmed.

Main Duties & Responsibilities:

• Provide 1st line support on bespoke software to customers
• Communicate with customers and users via email, phone and helpdesk to troubleshoot and diagnose issues as well as provide guidance on our platform
• Triaging the support inbox and assigning priority to issues based on a priority matrix
• Writing and updating support cases via email and on a ticketing system
• Operate in a safe manner within the workplace and maintain a high standard of housekeeping
• Act in a professional, friendly and courteous manner at all times and maintain confidentiality of information
• Testing software and feeding back findings to developers, prior to release
• Taking part in weekly team meetings to feedback support cases of note to the development team
• Any other reasonable duties requested commensurate with the grade of this role

Personal Specification:

Qualifications, and Knowledge:

5 GCSE’s, grade C and above

An IT related qualification

IT skills:

Ideally 1+ years of experience working within a customer service role

General IT interest and competence

Some experience of software testing

You will have excellent knowledge of Microsoft Operating Systems and Applications and an interest in IT generally on Desktop and mobile devices.

Customer Service skills:

Excellent verbal and written communication skills both with customers and other team members. Able to maintain a courteous and friendly demeanour, when dealing with difficult customers or working under pressure

You will have the ability to problem solve and trouble-shoot within a busy environment

Desired but not essential experience:

Experience of using Zendesk to deliver support

Experience in customer relations and building rapport with customers

Other skills and behaviours:

Demonstrable ability to use own initiative, knowing when to seek further advice or to work independently on routine matters, with little supervision.

Be able to work under pressure to meet response targets.

Must be Swansea or south Wales based.

Imagitech is an Equal Opportunities employer.

Job Types: Part-time, Permanent

Salary: £11.50 per hour

Expected hours: 16 – 28 per week

Benefits:

• Casual dress
• Company events
• Company pension
• On-site parking
• Profit sharing
• Work from home

Schedule:

• Flexitime

Supplemental pay types:

• Bonus scheme

Education:

• GCSE or equivalent (preferred)

Experience:

• Technical support: 1 year (preferred)
• Customer service: 1 year (preferred)

Language:

• English (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Swansea, SA1 8AS

Application deadline: 06/05/2024
Reference ID: IMASSE01