Software Support Engineer

We are looking for an enthusiastic and motivated IT Technician / Techie to work with our many clients on supporting their technology solutions using our own software, Course Merchant.

You will learn about software and skills in the rapidly growing elearning industry, setting yourself up for a long, rewarding, and lucrative career.

Whilst we would prefer a graduate within a computing or IT discipline, anyone who can show they are a talented IT geek is also welcome to apply. We value natural aptitude and a genuine interest in technology, even if you don't have formal qualifications.

Ideally, you will be:

• A graduate (Computer Science, Computing, Networking, Business Information Systems) with a placement year, 6-12 months’ work experience, or some other appropriate technical experience.
• An individual with 6-12 months’ working within a 1st Line or similar IT support / implementations / consulting capacity.

Important!

You will be communicating with clients on a constant basis. You must have excellent written English and also be prepared to use the phone or online communications tools such as Zoom to have verbal discussions and support calls.

Working in our Client Services team, you will assist with all aspects of the support of our customers and the build out of their Course Merchant catalogues. Tasks will include, but not be limited to:

General Tasks:

• Monitor the company communication channels, especially the ticket-based Help Desk system.
• Assign support requests appropriately.
• Answer support requests appropriately.
• Work with other staff, partners, and clients to assist with the project build process.
• Liaise with clients, partners, and internal staff to ensure builds move forward efficiently.
• Use webinar tools to offer ongoing customer support and training as builds progress and go live.
• Help us with updating product documentation as needed.
• Work with tools such as Trello, Jira, Github, Helpscout, Confluence and similar to manage tasks and projects effectively.

Technical Tasks:

• Learn our software to a high degree (mainly Course Merchant and a CRM).
• Work alongside your colleagues in Client Services to deliver appropriate solutions using our software. This will involve store/catalog configuration edits, php config edits, product and data import etc.
• Be willing to work into Moodle and other LMS systems to help connect the catalogs, manage courses, understand roles and permissions, and assist with other course and LMS requirements.
• Continuously communicate/collaborate with our staff, our partners' staff, and client staff to ensure the builds progress smoothly and efficiently.
• Help where possible with implementing a client's own existing design into the Course Merchant catalog.
• Assist with internal projects designed to improve our products and/or processes.
• Other tasks associated with the build, implementation and support of ecommerce web sites and web technology platforms within a software development company.

The following are not required, but would certainly be useful:

• Command line
• Knowledge of Git
• SQL / DB Interaction
• HTML / CSS
• Fundamental development skills

We are a well-established software developer with our own product - Course Merchant. We have clients all around the world and are involved in multiple projects at any one time. As a company, we are continuing to grow, and we will be able to provide you with a long term and stable technology career.

The company is based in Thetford, Norfolk, but staff are able to work from home. There is an office if you prefer to come and work from there.

Job Types: Full-time, Permanent

Salary: £20,000.00-£25,000.00 per year

Benefits:

Flexible schedule

Private medical insurance

Work from home

Schedule:

8-hour shift

Monday to Friday

Work authorisation:

United Kingdom (required)

Work remotely:

Yes

Job Types: Full-time, Permanent

Salary: £20,000.00-£25,000.00 per year

Benefits:

• Flexitime
• Private dental insurance
• Private medical insurance
• Work from home

Schedule:

• Flexitime
• Monday to Friday

Work authorisation:

• United Kingdom (required)

Work Location: Remote

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