Customer Support Lead

Customer Support Lead
Rialtas Business Solutions is currently recruiting for a Customer Support Lead on a permanent basis for our market-leading accounting software business.
This is an important role within the business, providing an exciting opportunity to work alongside a dedicated and inclusive team. The position is primarily office-based at our offices in Uffcott, Wroughton near Swindon, easily accessible from both Junctions 15 and 16 on the M4. There is some potential for remote work. The candidate will need to travel to client sites and conferences (UK-wide) from time to time, so a valid UK driving license and personal vehicle are required.
Position & Responsibilities
In this role, your core duties and responsibilities will include, but are not limited to:
Responding to customer enquiries and technical issues via remote support tools
Assisting customers with downloading upgrades and enabling new functionality and features
Documenting and maintaining accurate records associated with support
Onboarding customers onto the Rialtas suite
Working cross-functionally to escalate and record software defects
Assisting with the development and improvement of support processes and documentation
Leading and prioritizing the Support team's workload, checking tickets, and distributing work among the support team as required
Developing and maintaining standard support procedures and other documentation to ensure the continued development of the support service
Assisting in the development of the support function, such as implementing a customer support portal
Compiling and reviewing support metrics to implement best practices
What We Are Looking For
Experience with Software/IT Support Desk
Passion for delivering exceptional customer service
Computer literacy in Microsoft Word, Excel, and Microsoft Outlook (strong Excel skills required)
Willingness to embrace change and proactively seek ways to improve and drive change in our current set-up
Ability to work well as an individual and as part of a team
Experience working in local government or in a software business is desirable and beneficial (but not essential)
Engagement to represent our business, our work ethic, and to embody our values
About Us
Rialtas is the market leader in providing accounting and administrative solutions and services for local councils in England and Wales. We are proud to be part of the Harris Computer family, a provider of mission-critical software solutions for the Public Sector, Healthcare, Utilities, and Private Sector verticals throughout North America, Europe, Asia, and Australia.
Benefits
We offer an extremely competitive UK employee benefits program. Five personal days leave entitlement are granted over and above the standard 25 days holiday and bank holidays. We also offer all UK employees an annual Lifestyle Reward amounting to £325.
Supporting Your Application
Our recruitment process will comprise interviews and, at times, a written exercise, an assessment day, and/or a presentation. As an equal opportunities employer, we want to ensure we do all we can to make this a positive experience for you. If your application is progressed, please let us know of any adjustments or additional support we can provide you with.