Product Support Analyst

Job Title:                        Product Support Analyst

Reporting To:                 Global Support Manager

Duration/ Hours:           Full Time - 40 Hours per week - Mon-Fri 08.30 - 17.30

Location:                        Hybrid, Derby Office – Head Office

Salary:                            £25-35k Dependent on experience

We are looking for a key contributor for the UK Support team to help maintain our high levels of customer service and support.

Our team develops & implements software solutions for the steel fabrication industry. These solutions enable fabricators of steel structures, stairs, aluminium fabrications, industrial equipment, shipbuilding, and piping systems to drive increased efficiency and improved profitability.

As a Product Support Analyst, you will be responsible for helping customers to recognise and implement the benefits STRUMIS can offer their business, advising upon best practice workflow alongside identifying, troubleshooting and resolving any issues that may arise. We are looking for a key individual with great all-round interpersonal skills, which allows them to communicate at all levels about all things but specifically related to steel fabrication. You will need to liaise with other departments to escalate any issues that cannot be resolved, ensuring customer satisfaction, whilst meeting the needs of the business.

This demanding role requires building a relationship and understanding of the specific needs of companies in the structural & miscellaneous steel industry. Previous experience in the steel fabrication industry or in software systems is preferred.

Your key duties will be:

• Working in the UK Support Office.
• Dealing with customers mainly by phone and email.
• Keeping accurate records of discussions and correspondence with customer.
• Provide help and advice to customers with queries on software use and best practices.
• Software installations and configurations.
• Liaising with customers to record, investigate and resolve issues.
• Escalate any customer issues internally that cannot be resolved by support.
• Working with the Product and Development Teams.
• Advise customers upon new features and functionality of upcoming new releases and how best to use existing features and functionality.
• Communicate back to the business any recommended training requirements, ensuring customers maximise the benefits of such programs.
• Provide cover for the Global Support Manager.
• Provide additional resource for testing new product releases.
• Additional duties as required.

We are searching for candidates with the following skills or experience, but will train the right individual who presents with transferrable skills or knowledge:

• This is a hybrid position, so you must have the ability to work both independently and as part of a distributed team in a fast-paced environment.
• Be organised, be able to multitask and be highly motivated.
• High attention to detail and accuracy.
• Logical and analytical skills for problem solving.
• Flexible, ‘outside the box’ thinker, open to looking at things from different perspectives.
• Excellent communication and interpersonal skills with the ability to be able to communicate with all levels of staff within steel fabrication and construction companies and their IT Support.
• Experience of Steel Fabrication & Construction industry.
• Knowledge of 3D Design & Detailing software.
• Experience in a customer service, support, technical or development environment.
• Working knowledge of STRUMIS.
• Basic IT Knowledge.
• Experience in the following applications/packages: MS Visual Studio.NET languages, MS SQL, MS Operating Systems, MS Office applications.
• Ability to work in non-English languages would be advantageous but is not essential.

Benefits:

• Competitive salary
• Hybrid working, remote and Derby office.
• 25 days annual leave + Bank Holidays
• 1 day Birthday leave
• Employee benefits scheme
• Bonus scheme