Application Support / Functional Software Support – Hybrid (1 day in office) – Bespoke Software – REF 831
A hugely successful and well-established computer software company, specialising in the development and supply of works / maintenance and asset management systems to local government and utility services sectors is once again looking to expand in its Application Support team. The Company has an unrivalled reputation for delivery of quality products and services, and a 30+ year history of ethical business practices and consistent profitability. The company became an employee owned organisation some years ago to develop a true sense of collaboration and ensure everyone in the business pulls in the same direction. The controlling majority shareholder of the business is a trust in which all employees have an equal share. This means that every employee of the company becomes a co-owner of the company with certain ownership benefits and responsibilities. The Company offers very good working conditions and competitive salaries, plus benefits including an excellent pension scheme and share option scheme. The company has seen constant growth over the last few years and is now looking to recruit a multi-skilled specialist to join a bright and talented team of Application Support Consultants. You will be working in a busy department where your skills and knowledge will be in constant demand by all areas of the business. The work will be varied, fast-paced, and constant - taking in all aspects of the On-Premise and Managed Services Software environments (SAAS). In time, you will be expected to become an expert in various products and to use that expertise to assist with the development of the applications. Experience Requirements Have previous experience of working in an Application Support Team. Understand the Software Delivery Lifecycle and its dependencies. Contribute to the team culture and attitude. We can offer a diverse and interesting role interacting with all departments within the company. The successful candidate will be in constant demand, so must be able to handle multiple work streams and communicate effectively with staff of all technical levels. Skills: Previous experience of working within a software environment operating under customer SLA’s. Understanding of ISO 27001 / ITIL standards. Ability to understand the software product range and use this knowledge to provide a dependable and effective service to the entire customer base. Willingness to increase personal contribution to the company and develop potential to its maximum. Responsibilities Provide specialist functional and technical assistance to all licensed customers to allow them to utilise the applications to provide best value for money. Assess customer problems and accurately prioritise any follow-up actions including, where appropriate, co-ordination with functional / technical experts. Take ownership of urgent queries, escalating where necessary, and keep customers, account managers, and development teams fully informed of progress. Provide advice and guidance to customers regarding any technical difficulties experienced in the operation of the products, including recovery from operational failure situations. Answer specific queries regarding the functionality of the products and how they may be used to fulfill particular objectives. Ensure that all advice given is accurate and honest. Seek advice from others before committing where unsure. Maintain customer license records. Assist with Quality Assurance testing of software before release to customers. Produce quality product-related material to assist customers in the effective operation of the system. Ensure that all contact with a customer is recorded in the corporate CRM. Learn and maintain knowledge in the specialist functional areas assigned. Liaise between customers and the development team in defining changes to the product range. Be flexible and adaptable within the role to assist Operations, Infrastructure, Projects, or Helpdesk Teams as needed. Perform Out of Hours work on rare occasions to assist in conversions, software upgrades, or routine maintenance of services.
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A hugely successful and well-established computer software company, specialising in the development and supply of works / maintenance and asset management systems to local government and utility services sectors is once again looking to expand in its Application Support team. The Company has an unrivalled reputation for delivery of quality products and services, and a 30+ year history of ethical business practices and consistent profitability. The company became an employee owned organisation some years ago to develop a true sense of collaboration and ensure everyone in the business pulls in the same direction. The controlling majority shareholder of the business is a trust in which all employees have an equal share. This means that every employee of the company becomes a co-owner of the company with certain ownership benefits and responsibilities. The Company offers very good working conditions and competitive salaries, plus benefits including an excellent pension scheme and share option scheme. The company has seen constant growth over the last few years and is now looking to recruit a multi-skilled specialist to join a bright and talented team of Application Support Consultants. You will be working in a busy department where your skills and knowledge will be in constant demand by all areas of the business. The work will be varied, fast-paced, and constant - taking in all aspects of the On-Premise and Managed Services Software environments (SAAS). In time, you will be expected to become an expert in various products and to use that expertise to assist with the development of the applications. Experience Requirements Have previous experience of working in an Application Support Team. Understand the Software Delivery Lifecycle and its dependencies. Contribute to the team culture and attitude. We can offer a diverse and interesting role interacting with all departments within the company. The successful candidate will be in constant demand, so must be able to handle multiple work streams and communicate effectively with staff of all technical levels. Skills: Previous experience of working within a software environment operating under customer SLA’s. Understanding of ISO 27001 / ITIL standards. Ability to understand the software product range and use this knowledge to provide a dependable and effective service to the entire customer base. Willingness to increase personal contribution to the company and develop potential to its maximum. Responsibilities Provide specialist functional and technical assistance to all licensed customers to allow them to utilise the applications to provide best value for money. Assess customer problems and accurately prioritise any follow-up actions including, where appropriate, co-ordination with functional / technical experts. Take ownership of urgent queries, escalating where necessary, and keep customers, account managers, and development teams fully informed of progress. Provide advice and guidance to customers regarding any technical difficulties experienced in the operation of the products, including recovery from operational failure situations. Answer specific queries regarding the functionality of the products and how they may be used to fulfill particular objectives. Ensure that all advice given is accurate and honest. Seek advice from others before committing where unsure. Maintain customer license records. Assist with Quality Assurance testing of software before release to customers. Produce quality product-related material to assist customers in the effective operation of the system. Ensure that all contact with a customer is recorded in the corporate CRM. Learn and maintain knowledge in the specialist functional areas assigned. Liaise between customers and the development team in defining changes to the product range. Be flexible and adaptable within the role to assist Operations, Infrastructure, Projects, or Helpdesk Teams as needed. Perform Out of Hours work on rare occasions to assist in conversions, software upgrades, or routine maintenance of services.
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