Brightly Software

Build a brighter future while learning and growing with a Siemens company at the intersection of technology, community, and sustainability. Our global team of innovators is always looking to create meaningful solutions to some of the toughest challenges facing our world. Find out how far your passion can take you.

About the Job

As a Software Support Analyst, you will play a crucial role in ensuring our customers receive exceptional support for our products. This is primarily for our industry leading enterprise asset management software, enabling asset owners, stakeholders and partners to manage assets collaboratively, but may include our other globally used products.  You’ll collaborate with both external customers and internal teams to address technical issues, provide solutions, and contribute to continuous improvement.

We are committed to excellence in customer service and technical support. We value diversity and believe that a variety of perspectives enriches our team and drives our success. This is a hybrid role, ideally with a combination of working from our Chatham office in Kent and home working.

You will create impact by:

·       Analysing and evaluating a diverse range of issues, taking ownership from receipt through to resolution.

·       Providing concise and insightful updates to customer calls, reflecting the current status and identifying recurring or common issues.

·       Maintaining a high level of product knowledge, to meet customer enquiries for supported products.

·       Maintaining awareness of product developments through ongoing training and self-directed learning.

·       Actively contributing, validating, and maintaining knowledge resources.

·       Identifying gaps in process, product, and resources, collaborating with leadership and business partners to drive positive change. 

·       Communicating potential opportunities for other services to the appropriate Business Unit.

·       Working with other teams such as software engineers, Dev Ops, Services and Sales to give the customer a top-quality service.

You’ll bring your existing skills and expertise:

·       Excellent verbal and written communication skills to interact with customers, understanding their needs and providing timely assistance.

·       Previous experience in technical support or a similar role.

·       Strong problem-solving skills and attention to detail.

·       Experienced in successfully dealing with technical issues and customer complaints.

·       Excellent analysis skills to identify issues and evaluate and implement effective solutions.

·       Providing clear, concise advice to customers.

·       Work effectively as part of a team, contributing to a positive and supportive work environment.

·       Passion for continuous learning and professional growth.

The Brightly Culture

We’re guided by a vision of community that serves the ambitions and wellbeing of all people, and our professional communities are no exception. We model that ideal every day by being supportive, collaborative partners to one another, conscientiously making space for our colleagues to grow and thrive. Our passionate team is driven to create a future where smarter infrastructure protects the environments that shape and connect us all. That brighter future starts with us.

We are committed to furthering our culture of diversity, equity, and inclusion. We encourage applications from a diverse talent pool and are happy to give the opportunity to discuss flexibility and reasonable adjustment requirements.

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