Software Support Senior Specialist

Role Summary

We are seeking a detail-oriented and customer-focused Software Support Senior Specialist to lead automation efforts and implement software tools to improve our software support processes. In this role, you will streamline workflows by automating routine tasks, while also overseeing customer onboarding, ensuring smooth setup and configuration of our AML software tool.

You will provide advanced technical support to clients, troubleshoot issues, and collaborate with development teams to resolve complex problems. Reporting to the Software Support Manager, you will help align support activities with overall project and organizational goals.

Responsibilities:

• Utilise scripting skills to automate routine tasks and processes, improving efficiency and reducing manual effort
• Developing automated tools to streamline customer support and internal workflows
• Propose and implement software tools to enhance the functioning of the software support department, improving efficiency and tracking of customer issues
• Facilitate customer onboarding by guiding new clients through setup, configuration, and initial usage of the software
• Provide training and resources to clients or team members to improve software usage and understanding
• Provide advanced technical support for software applications via email, ensuring timely and effective issue resolution
• Troubleshoot and resolve software-related issues by diagnosing problems and guiding users through solutions
• Analyse complex issues and escalate to the development team or higher-level support when necessary
• Test software updates and patches to verify functionality and identify bugs prior to deployment
• Stay up to date with software releases and support processes
• Identify recurring issues and contribute to process improvements for faster resolution and enhanced customer satisfaction.

Requirements

• A University Degree or Advanced Diploma from a recognised institution in Computer Science, Software Development, or a related field, or equivalent experience
• Strong understanding of scripting languages (e.g., Python, Bash, PowerShell) to automate tasks and processes
• Proficient in Microsoft Excel which is used regularly for data analysis, reporting, and daily operations
• Experience with process automation and workflow optimisation would be an advantage
• Familiarity with testing software updates and patches to ensure functionality
• Proven experience in software support, technical support, or a similar role
• Experience in customer onboarding, including setup, configuration, and training on software applications
• Knowledge of customer satisfaction metrics and strategies to enhance customer experience
• Ability to document issues, solutions, and updates clearly and effectively in knowledge bases or internal tools
• Strong troubleshooting and problem-solving skills, with the ability to work through complex technical issues
• Strong analytical skills to identify recurring issues and propose process improvements
• Fluency in both written and spoken English
• Excellent communication skills, both verbal and written, with a customer-centric mindset
• Experience using ticketing systems (e.g., Freshworks) and remote troubleshooting tools
• Ability to work independently and as part of a team in a fast-paced environment.

What’s In It for You

• Unlock growth opportunities in the dynamic Compliance industry
• Be part of a collaborative, top-tier team that values your input Responsible, reliable, mature, and highly organised
• Enjoy the freedom of hybrid and flexible working options
• Make a real impact by contributing to LEXCO AML Software
• Thrive in a family-friendly environment that champions work-life balance and personal well-being.

Join LEXCO Compliance Solutions and become part of a company dedicated to excellence in AML and Compliance.