Support and Testing Agent
22nd November 2019
£20000 - £22000
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Role: Support and Testing Agent
Type: Permanent Full Time
Starting date: ASAP
Line Manager: Craig
Interviewing: Craig, Rebecca
Worktribe is a successful, dynamic, growing, friendly enterprise software company specialising in research and teaching systems for universities.
We have an exciting opportunity for someone to join our support team at our offices in the Centre of Bristol, providing product support to customers, our implementation consultants, and our development and product teams, alongside software testing to support our development team.
This role will involve talking directly to customers to investigate and resolve support queries, configuration of our software to customer requirements and ongoing product testing in collaboration with our software developers.
You will receive training and shadow another support agent for a limited period before being expected to handle support requests on your own. You will have the backup of our current support and the development team.
You'll need to be a sociable, diplomatic, self-starting individual with an extreme attention to detail. You must be a digital native.
We're looking for a pragmatic problem-solver who understands best practice and gets things done.
Ensure that all support processes and procedures are adhered to
Ensure all support tickets are responded to promptly, appropriately and professionally
Escalate support calls as required to developers and/or account handlers
Proactive testing of new features and product upgrades, writing testing reports and managing internal support tickets
Ensure that all support calls are correctly logged on our ticketing systems
Be aware of release schedules and proactively test new features
Ensure that any issues are correctly logged with the development team
Provide support with customer data import and setup processes
Be able to perform exhaustive and complete troubleshooting before escalation
High level of IT literacy - you must be a digital native
Excellent verbal and written communications skills
Attention to detail
Good interpersonal skills
Worktribe are keen to improve the diversity of it's workforce and actively encourage women and other under-represented groups to apply for this position.
This job description sets out key elements and responsibilities of the role and is not exhaustive nor constitutes a contract. Duties may be changed to meet changing needs or circumstances.