Software Support

An innovative cloud-based business management solution, Optix has been providing excellent service to our clients since 2007 and has achieved phenomenal success. We are always ‘rethinking the solution’ and welcome innovative ideas and process improvements from all employees. The company has a great community within the workplace with support guidance and opportunities to gain experience and develop your career.

This role is a blend of technical support and customer service where you will have a first-hand role in enabling our client base to get the most out of the software whilst fixing faults and issues as they arise. This is not your typical service desk role, every day is different and is far more first-hand, with the opportunity to take ownership of issues through to fruition and well as having direct client contact.

This role would suit someone who has a passion to learn, is a collaborator, and looking to continue growing their career.

Hours of work: between Monday – Friday 08:30 am – 6:00 pm, plus 1 in 6 Saturdays working 09:00 am – 15:00 pm (time is given back in lieu usually the following Friday).

 

Key Responsibilities:

  • Responsible for the first-line support of Optix clients.
  • Managing client contact via phone and email, aiming to resolve 90% of issues and queries on the same day.
  • Remotely logging in to the client site to fix common faults or directing the client to resolve the fault themselves.
  • Take ownership of issues ensuring complete customer satisfaction, consulting with subject matter experts and the wider development team when required.
  • Attending client visits may become a part of the role as time goes on, this will be an opportunity to demonstrate the software and services.
  • Educate new and existing clients on the product via video calls and conferences.
  • Assist with process improvement, offering new concepts and ideas to benefit the team and company.
  • Once fully trained, assist with training and mentoring new starters.

 

The ideal candidate will have:

  • A full UK driving license
  • Experience within an IT Helpdesk/ Service Support role
  • Strong and clear communication skills, both written and verbal
  • The ability to work well as a collaborator as well as an individual
  • A positive attitude to work and a desire to develop their skillset
  • An interest in gaining exposure to innovative technologies
  • The ability to work well under pressure to deadlines without compromising on quality

 

In return, we will provide:

  • Learning and development opportunities
  • A positive, collaborative working environment
  • Regular salary reviews
  • Quarterly socials
  • Holidays starting at 25 days, increasing up to 30 days, 1 day for each year of service
  • Vitality Health
  • Life Assurance Policy
  • Pension scheme
  • Pool/ Table Tennis available in the office
  • On-site parking
  • Pizza Thursdays on the last Thursday of the month
  • Cycle to Work Scheme

 

Diversity Statement:

Optix Software Ltd is committed to equal opportunities in all aspects of our work. We are committed to treating all colleagues equally regardless of race, gender, disability, age, sexual orientation, religion, or belief. We are committed to equal opportunities in all aspects of our work.

 

How to Apply:

If you would like to be considered please send an updated copy of your CV to careers@optix.co.uk

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