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Software Support Specialist

Salary:
£30,000 - 36,000 per year
Location:
Cambridge
Company:
CSols Ltd

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The Company

CSols is a well-established, successful company producing, delivering and supporting software solutions that dramatically improve costs, quality and compliance in Analytical laboratories. Exports currently represent about 30% of our sales and are expected to increase rapidly. The Company is in a strong competitive position and it plans for growth over the foreseeable future.

The Company is innovative and its individuals are knowledgeable. However we all buy into the idea that we should go the extra mile to make things happen, that as individuals we are all approachable and dependable “doers”. We believe that the Company is an exciting, fun and rewarding place to work.


Position Overview

CSols prides itself on the level of support it gives its customers. Whatever problem the customers encounter we try and fix it as quickly and professionally as possible in a friendly and helpful manner.

This position is one where you would be joining a small group and you would work directly for the Support Manager – preferably at our West Cambridge site.

You would work normal business hours but there is a demand for support cover at weekends – so it would be expected that you would join a rota where you would be on callout to fix any issues that arose on some weekends.

When problems come in, you would record them on our Customer Relationship Management System (Workbooks) and provide the customer with rapid feedback that we are on the case. Currently most issues arrive by email with just a small percentage by phone. However resolving problems generally requires telephone discussions with the client so a friendly and natural telephone manner is essential.

The types of problems that arise are principally:

  • Configuration issues
  • Bugs
  • Data issues
  • Small functionality enhancements

Of course in practice anything might arise including issues generated by hardware failures.

Incoming issues might be dealt with by you or passed to a more relevant person (in or out of the support team). With time we expect to see you handling most issues as you learn more deeply about the systems we have in the field. The range of what needs to be supported is large and some of the technologies (and indeed the applications) involved are complex – this is a technically challenging job. It goes without saying that you need to be a problem solver but this position calls for excellent coding skills and a good understanding of the environments in which the products work.

Normally this is an office based job but from time to time it may be necessary to visit client sites so some travelling may be required. CSols is headquartered in Runcorn UK, so it is likely that periodic travel will also be required to this location.

As well as the technical side of the job, there is also a commercial one. Support is an income generating operation and you will be involved in various aspects in that regard – enabling support renewals, forecasting support income etc. Also since you will be in daily contact with active clients you are likely to be one of the first to hear about potential new business (or indeed to encourage potential new business), so a commercially astute mind is an advantage.


Common Tasks
  • Accept incoming support issues and log to the Workbooks CRM
  • Engage with customers to understand their problems in depth
  • Either: Fix customer issues yourself
  • Or: Pass issues on to more experienced people in the Company
  • Add new and modified features to CSols applications
  • Report statistics of support calls
  • Work collaboratively with our small, highly experienced, technical team (support, implementation, development)
  • Assist the administration and sales teams with issues related to support invoicing and billing
  • Identify new business that we might be able to gain from customers and progress this to order (either directly or with the help of sales)

Requirements

Experience / Qualifications
  • A degree in a technical, scientific or mathematically based subject or equivalent
  • 2 or more years’ experience coding in a high level language


Essential Skills
  • Good problem solver
  • Significant programming experience - preferably with .NET (C# or VB) and JavaScript
  • Current driving licence and up to date passport
  • Good communication skills - ability to deal with all levels of staff within customer’s organisation
  • Work alone or as part of a team
  • Ability to manage own time
  • Show initiative – willingness to take on responsibilities and challenges
Good to Have
  • Understanding of Analytical Laboratory procedures
  • Experience with SQL Server/Oracle Databases
  • Understanding of computer networks
  • Use of and configuration of a LIMS
  • Links for LIMS / AqcTools experience
  • Experience in a UKAS laboratory – especially in the use of instrumentation such as ICP’s and chromatography system

Benefits

  • Pension
  • Generous holiday allowance (27 days plus bank holidays per year)
  • Flexible working arrangements

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