IT Graduate Software Support

Maidstone, Kent
£16-21k DOE
20 Mar 2017
24 Mar 2017
Job Level
Graduate Trainee
Contract Type
Full Time

IT Graduate Software Support


£16k - £21k DOE

Ref: VR/01972RG


This role would suit a recent IT Graduate. We are looking for exceptional candidates to join our client's well established Software Support Team based in the heart of Maidstone. Our client is a leading supplier of Accounts and Audit Software.

Ideally we are looking for people who enjoying helping others...... Who get a real buzz out of learning new software and passing this knowledge on ....

Maybe you are a good problem solver? Who also highly values good customer service and are keen to learn and be able to work well in a team environment. Full training will be given, but a good aptitude for IT is of paramount importance, as well as good common sense, an interest in maths /accounts and an excellent telephone manner.

This role involves telephone technical support of their clients in their specialist software and extensive use of their contact management software to log details of the calls taken.


  • Frontline telephone Technical Support
  • Log calls and action taken in contact management software either directly from the telephone, email or from VoiceMail
  • Deal with client emails and similar communications. Keep all email correspondence up-to-date and filed within the client directories
  • Diagnose software problems or faults and solve technical and applications problems, either over the phone, by remote access or by email
  • Talk clients through a series of actions
  • Obtain general understanding of OS and application
  • For all requests that cannot be directly resolved, provide an effective interface between users and other departments. Monitor progress and apply escalation procedures for problems not progressing satisfactorily. Handle all complaints and enquires efficiently and professionally
  • Proactively assist users in making effective use of the software available to them
  • Follow diagrams and written instructions to repair a fault or set up a system
  • Update self-help documents so customers/employees can try to fix problems themselves
  • Support the roll-out of new applications or updates
  • Rapidly establishing a good working relationship with customers
  • Work continuously on a task until completion (or referral to third parties, if appropriate)
  • Escalation of calls where necessary to more senior team members/manager
  • Plan and organise own work in a rapidly changing and technical environment
  • Maintain other support tools such as the ftp site, CRM system, VoiceMail and Knowledge Base
  • Record system enhancements and bugs in the internal bug register
  • Escalate to Senior bugs to be recorded on the International bug register


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