Software Specialist

OneFile, a Harris Computer company, are recruiting for a Customer Service Advisor (Software Specialist) to join their Client Support Team, on a permanent, full-time basis.

The Customer Service Advisor (Software Specialist) provides first line support to OneFile customers.

Enquiries will range from basic questions about the product to basic troubleshooting of bugs and software issues.

We are looking for someone with a passion for customer service to join our amazing customer support team, as a Software Specialist, providing primary support to OneFile’s customers, over emails, tickets, calls and live chat.

At OneFile, we’re extremely proud of the customer service we provide.

We strive to delight our customers with every interaction they have with our team.

We achieved customer satisfaction scores of 98% in the last year and retained our Customer Service Excellence accreditation.

Our team use industry leading Helpdesk software to manage large volumes of customer enquiries, across many channels, through one interface.

We also create and maintain hundreds of user guides, help articles and videos to make sure our customers have as much information at their fingertips as possible.

What you will do

In performing this role your core duties and responsibilities will include, but will not be limited to:


* Responding to and resolve customer enquiries


* Maintaining our excellent standards of service and customer experience


* Troubleshooting common issues and problems within the products


* Escalating enquiries where necessary


* Managing customer expectations around escalated issues and work with the Technology team to resolve them


* Developing and updating supporting materials and guides

What we are looking for


* Knowledge of general IT and software


* Advanced troubleshooting skills


* Experience of managing support tickets, ideally IT support tickets


* Strong customer service ethos


* Ability to work well as an individual and as part of a team

The successful incumbent will be measured on customer satisfaction, first contact resolution, response and resolution times and internal quality ratings, amongst other areas.

About Us

OneFile’s story started in 2002, when husband and wife duo Chris and Susanna started a business from their Manchester home.

Between them they identified huge inefficiencies in the vocational training sector and decided to work together to build a solution.

15 years later, we're now OneFile – the leader in the educational software sector with over 1.2 million users across the globe.

OneFile is an award-winning training eportfolio, assessment software, CPD tracker, reporting suite and virtual learning environment.

We are 2 times Queen’s Award Winners for Enterprise:Innovation, most recently in 2022!

We pride ourselves on our ethical approach and passion for the learner and education.

Employee recognition is big for us as is collaborative working.

At Harris, we stri...