Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat, ensuring timely and effective resolution.
• Troubleshoot and resolve technical difficulties related to our software products.
• Document customer interactions and solutions in our support system.
• Collaborate with the management and technical teams to provide feedback, advocate on behalf of our customers and improve customer service processes and product quality, as well as the overall experience.
• Maintain up-to-date knowledge of our products and services to provide accurate information to customers.

Essential Skills & Experience:

• Proficiency in written and spoken English.
• Strong communication skills and the ability to write and read emails in the appropriate style – communicating complex technical information in a simple, clear and friendly manner.
• Experience with MSSQL / SQL databases and web applications.
• General Windows administration skills, including:
  • Permission management
  • Console applications
  • IIS management
  • Services management
• Experienced in writing technical documentation.
• Strong organisational and time management skills.
• Basic knowledge of data security.
• Excellent problem-solving skills.
• Previous experience using ticketing systems such as FreshDesk.

Desirable Skills & Experience:

• Experience with CouchDB.
• Familiarity with YouTrack.
• Knowledge of browser tools and console applications.
• Passion for object-oriented programming, with experience  (.NET, JS etc.)

The Right Person:

• A proactive self-starter with a can-do attitude, happy to work remotely and occasionally attend in-person team functions and events.
• Highly motivated to achieve excellence with attention to detail and quality.
• Not just a problem solver – an adaptable relationship builder able to build a strong rapport with our customers by actively listening, asking thoughtful questions, and showing genuine interest in their concerns.
• Generally interested in software and boats.
• A team player, content working within an international matrix environment contributing to a culture of continuous improvement by sharing ideas, participating in team discussions and supporting colleagues.

Please note this role is 100% remote with the potential for hybrid working if based near one of our offices.