Job Description

Intersoft is an award-winning delivery management software provider and part of the Royal Mail Group. Our software has led the market in providing innovative shipping solutions since 1993 for retailers and third-party providers.

Our solutions integrate directly into multiple carriers and provide smart and convenient delivery methods such as Tracked, Click and Collect, Locker Boxes, Next Day and more to help retailers and brands scale eCommerce.

As a business, we are continuously striving to be better. We foster an environment that allows our diverse and highly talented team to think, plan and further improve themselves and the software we develop. And we believe this is working, as

91% of our employees said Intersoft is a great place to work!

Job Duties and Responsibilities:

Our customers are at the heart of our business, and this is a key role to ensure that we deliver a consistent and excellent customer experience. As an Application Support Engineer, you will be an integral part of our technical support team, responsible for ensuring the seamless functioning of our software applications. This is a client-facing role, and you will need to demonstrate excellent interpersonal skills, a good telephone and email manner as well as attention to detail in the conduct and conclusion of client support issues. You will provide expert assistance to clients, troubleshoot technical issues, and collaborate with cross-functional teams to deliver exceptional customer service.

Responsibilities:

Technical Support and Issue Resolution:

o Deliver prompt and effective technical support to clients via various channels, including email, phone, and ticketing system.

o Investigate and diagnose reported issues, identifying root causes and implementing timely solutions to minimize downtime and ensure optimal performance.

o Maintain a deep understanding of the organization's software applications, including their functionality, architecture, and integration points.

Communication and Documentation:

o Communicate technical concepts and solutions clearly and concisely to both technical and non-technical stakeholders and customers, ensuring a high level of customer satisfaction.

o Maintain open and transparent communication with end-users, team members, and stakeholders regarding application-related issues and resolutions.

o Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support.

o Maintain accurate and up-to-date documentation of support processes, troubleshooting steps, and resolution outcomes.

Collaboration and Continuous Improvement:

o Collaborate closely with development teams to escalate and prioritize bug fixes, feature requests, and product enhancements based on client feedback.

o Proactively identify opportunities for process improvement and contribute to the enhancement of support tools, systems, and procedures.

o Problem Management - continually review root cause of tickets to identify and implement changes and process improvements to eradicate repeat issues

User Support and Customer Training:

o Respond to support requests from end-users, addressing technical issues, troubleshooting problems, and ensuring timely resolution.

o Collaborate with the team to ensure excellent customer service and user satisfaction.

o Provide training and guidance to clients on utilizing our software applications effectively, empowering them to maximize their usage and derive maximum value from our solutions.

Security and Compliance:

o Ensure compliance with data security and privacy regulations to protect sensitive data within the applications.

Key working relationships:

- Application Support and Service Delivery Team

- Customer Operations Team

- Sales & Marketing

Expected experience & skills:

Bachelor's degree in information technology, computer science, or a related field. ITIL Certification and Experience in supporting and administering MS SQL Databases, C# .net applications

Proven experience in application support, with a track record of troubleshooting and resolving complex technical issues.

Solid understanding of database systems (SQL, MySQL, etc.) and web technologies (HTML, CSS, JavaScript).

Proficiency in using support tools, incident ticketing systems, and knowledge base platforms to agreed SLA's

Excellent analytical and problem-solving skills, with a keen attention to detail.

Outstanding communication and interpersonal skills, with the ability to effectively interact with diverse stakeholders.

Customer-focused mindset with a passion for delivering exceptional support and exceeding client expectations.

Ability to thrive in a fast-paced, dynamic environment and work well both independently and collaboratively within a team.

Knowledge of IT security principles and practices.

Flexible in working outside of core business hours at short notice.

This job description is intended to convey information essential to understanding the scope of the position and the general nature and level of work performed. It is not an exhaustive list of qualifications, skills, duties, responsibilities, or tasks associated with the role. The Application Support Team Lead may be required to perform other duties as needed to ensure the smooth operation of the application support function.

What we offer:

Fast-growing, ambitious company with over 30 years' experience

91% of our employees said that Intersoft is a great place to work!

UK's Best Workplaces for Wellbeing 2023 12th out of 100!

Annual performance-based bonus incentives

Real-time, 360-degree performance feedback

Full private health insurance through our healthcare partner, Vitality Health

BUPA Dental Insurance

23 days holiday, rising to 26 days per year's service + all UK Bank Holidays

Holiday buy/sell scheme

Employer pension contributions up to 10%

Employee assistance programme

Work-life balance - flexible working and hybrid workplace

Professional development including learning and development, individual development plans, formal mentorship programs, and professional tuition reimbursement.

Regular socials, monthly engagement activities, wellbeing days and more

Paid time off when you are physically and mentally unwell.

Intersoft promotes equal opportunities and embraces diversity. Our success lies in cutting-edge technology, a talented team, and the ability to stay one step ahead of the delivery process.

Job Types: Full-time, Permanent

Pay: 35,000.00 per year

Benefits:

Company pension Cycle to work scheme Flexitime Free flu jabs Free parking Life insurance On-site gym On-site parking Paid volunteer time Private dental insurance Private medical insurance Sick pay Work from home
Ability to commute/relocate:

Egham TW20 9AH: reliably commute or plan to relocate before starting work (preferred)
Work authorisation:

United Kingdom (preferred)
Work Location: Hybrid remote in Egham TW20 9AH