Job Overview
As a Software Support Specialist based in the UK, you will be the first point of contact for our customers needing assistance with our software, from implementation through all phases of their project. You will represent the company to them, but you will also be our customer’s primary advocate to the rest of the company. As a user advocate, you will take ownership to ensure that our customers have the most valuable software experience possible.
We are seeking a compassionate and dedicated problem-solver with excellent communication skills. Your experience shows a profound capacity for patience and empathy, and a curiosity for how things could work better. Our perfect co-worker is mart, self-directed, empathetic, and passionate about helping our customers. Support Specialists are key to ensuring a successful implementation and launch of Avontus products.
Responsibilities
- Provide support via phone, email, and online with patience and professionalism.
- Maintain a high level of professionalism with clients and work to establish a positive rapport with every contact.
- Update and maintain customer records in customer management system and incident tracking software.
- Become an expert in the functionality of our software. Remain current on new software features and functions.
- Develop an overall understanding of scaffolding and the scaffolding industry.
- Create clear written instructions for users.
- Communicate simply and effectively the capabilities and functionality of the software as they are relevant to the customer’s business processes and objectives.
- Work with the development department on customer issues and feature requests.
- Work independently and be self-starting with minimum direction.
- Serve as a customer advocate internally.
Requirements
- Previous customer support experience and/or training of end-users in software, including demonstrated experience with both technical and non-technical audiences.
- Excellent spoken and written English skills.
- Strong Windows/PCs computer skills, including Microsoft Office, and ability to learn new programs quickly.
- Excellent interpersonal skills with a genuine enthusiasm for our products.
- Creative problem-solving.
- Effective interaction within all levels of an organization – both internally and externally.
- Add value immediately to a fast-paced environment.
- Ability to identify gaps and take initiative to recommend improvements.
- Empathy and interest in other cultures.
Preferred Experience:
- Bachelor’s degree in a technical or training discipline, or equivalent work experience preferred.
- Scaffolding or construction business experience is desirable but not essential as full training will be provided.
Compensation
Compensation is commensurate with experience.
Benefits
At Avontus we care about the health and happiness of our employees. For full-time employees we offer:
- Onsite office-based (Eky, UK) or remote working opportunities.
- Employer contributed pension of 6%.
- 25 days paid annual leave.
- Sickness and Disability pay top up program.
- Other benefits as required by local jurisdiction.
Job Type: Full-time
About Avontus
We have office locations in Spring, Texas and Ely, UK and serve clients around the world in the scaffold and industrial services industries. As an innovative, modern software company we use the latest technology to support one of the oldest global industries—scaffolding—by bringing new technologies and innovation to the industry. Our scaffolding software makes the tasks and duties of scaffold and industrial service professionals easier, faster, and more efficient, allowing them to focus on what they do best.
