IT SUPPORT AND KNOWLEDGE BASE SPECIALIST

IT SUPPORT AND KNOWLEDGE BASE SPECIALIST FULLY REMOTE SALARY – CIRCA £30k About the Role: Our client is an innovative software company specialising in accountancy solutions. They are passionate about delivering excellent customer experiences and continuously improving their applications through user feedback and smart technology. They are now looking for a motivated and technically minded individual to join their team in a customer-focused software support and AI knowledge role.The Role This position would suit someone with experience in application software support, customer support, or helpdesk environments who enjoys learning systems, solving problems, and helping users. You will work closely with customers and the development team to support users, handle support enquiries, improve internal knowledge systems, and contribute to the development of the company’s AI chatbot and knowledge base.Key Responsibilities

• Respond to customer support emails and occasional calls
• Learn and understand the company’s accountancy software applications
• Investigate user issues and provide effective solutions
• Analyse customer feedback and identify recurring problems or improvement areas
• Maintain and update the internal knowledge base and AI chatbot content
• Work alongside developers to improve software functionality and AI responses
• Help ensure customers receive accurate and helpful support information

What We’re Looking For

• Previous experience handling support emails and/or customer calls
• Experience supporting application software or business systems
• Strong communication and problem-solving skills
• Ability to learn new software systems quickly
• Good analytical and organisational skills
• A positive, proactive approach to customer service

Desirable Skills

• Background in IT, Computer Science, Accountancy, or similar
• Familiarity with software applications or SaaS platforms
• Knowledge of AI/chatbot technologies
• Understanding of software development processes
• Exposure to Java or other programming languages would be beneficial

What’s on Offer

• Fully remote working
• Supportive and collaborative environment
• Opportunity to grow within a software and AI-focused business
• Ongoing professional development
• Competitive salary and benefits

This is an excellent opportunity for someone looking to develop a long-term career within software support, application analysis, and AI-driven technologies. Please note if you have not been contacted by Plum Personnel within seven days then unfortunately on this occasion you have been unsuccessful. Due to the high level of applications we are receiving at this time, we are unfortunately unable to give individual feedback. Plum Personnel is acting as an employment agency in relation to this vacancy.  Plum Personnel is an equal opportunities employer.