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Doncaster

Software Support Manager

Compleat is looking for a Software Support Manager to join our Doncaster-based support team.

Variety and Challenge. Growth and Opportunity.

In the finance software business, we move fast. We’re always adapting, evolving and innovating. The fast pace brings variety and challenge, along with continued growth and opportunity. We are looking for enthusiastic and passionate individuals to join us as we expand.

Compleat Software is a market leading innovative provider of web-based Purchase Order and Purchase Invoice automation software to all business sizes and sectors. This solution eliminates paper and unites finance, procurement and budget holders - providing an accurate, real-time picture of company finances.

Our mission is to deliver advanced and affordable real-time financial, purchasing, invoicing and budget automation software that empowers budget holders and finance professionals, in any business globally, to make more informed and smarter spend decisions.

About the Role

As Software Support Manager your primary role will be managing our dedicated support team who liaise with our customers. Reporting into the Technical Operations Director, you will be responsible for the efficient management of the team, the associated SLA’s and KPI’s and making improvements where necessary. You will lead and mentor the ever-growing team of Support specialists who support our direct customers as well as strategic partners via phone and email. You’ll often be interacting with customers, partners and internal stakeholders, building strong working relationships and ensuring they have a firm understanding of the product. This role will be an escalation point for our customers and partners and therefore outstanding commercial customer service will be key. Interpreting, analysing and appropriately acting on team statistics and feedback is crucial to the role.

In addition, you will oversee the administration of internal infrastructure, cloud software and hosting platforms. This will involve a mixture of working under your own volition, with the wider technical team and third party vendors and suppliers.

What we’re looking for in our Software Support Manager:

Experience

  • Experience in a similar role, or in a senior support role looking to advance your career
  • Mentoring and Coaching Junior Team Members
  • Working within a KPI and/or SLA driven environments
  • You will have supported, or have an understanding, of web-based B2B software
  • Experience in supporting, or have worked with, similar software solutions including P2P (Purchase to Pay), Accounting ERP Solutions such as Sage, Xero, Microsoft Dynamics GP would be beneficial
  • Basic understanding of systems and databases within a Microsoft centric environment
  • Analytical skills to constantly improve the department and product
  • An ability to quickly learn new software packages and business processes
  • Proven track record of proactive engagement with the customers on update or resolution
  • Building and maintaining strong working relationships with customers, partners and colleagues
  • Experience in case management, dealing with high volumes and complexity
  • Experience of Windows Server in Virtual Machine Environments
  • Knowledge of Active Directory Domain Services
  • DNS & General Web Domain Administration Experience
  • Exposure to Installing and Maintaining SSL Certificates
  • Administering and Management of Office 365

Nice to Have’s

  • Using Zendesk in a Tech Support Environment
  • Awareness of software development/deployment processes and procedures would be advantageous
  • Familiarity with Azure Administration Portal
  • Rollout of Software across a network using Active Directory group policies
  • Management of a centralised Anti-Virus
  • Awareness of ISO27001 Information Security Management System Principles

About You

  • A proven people manager, or a senior support analyst looking for career advancement, who knows how to get the best out of their team
  • Enjoys problem-solving and process improvements
  • A good relationship builder who can challenge colleagues healthily get the best results
  • An ability to manage high volumes of work

What’s in it for you?

As proud as we are of our past success, it’s our future that excites us most. We strive to provide opportunities for growth, recognition and a competitive salary and benefits package. Not only is the company going places but we also offer great benefits, generous holiday allowance, flexible working opportunities and a fun working environment. Share our determination to think bolder and bigger and be part of our future. Apply now.

 

   

People are the heart of our business and help to drive our success

Teamwork, communication, innovation and quality are cornerstones of our business - and we're focused on providing tangible value during every interaction.