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For Companies At a Glance
- Tasks: Provide top-notch support to customers via phone and email, resolving software issues.
- Company: Join Point of Rental, a leader in rental software dedicated to customer empowerment and innovation.
- Benefits: Enjoy remote work options, a competitive salary, and opportunities for career progression.
- Why this job: Be part of a supportive culture that values learning and offers a chance to make an impact.
- Qualifications: Experience in application support, knowledge of SQL, and excellent communication skills are essential.
- Other info: Work from home on Mondays, Wednesdays, and Fridays; in-office on Tuesdays and Thursdays.
The predicted salary is between 24000 - 30000 £ per year.
Job Description
About Point of Rental…
As a leader in rental software, we uphold the highest standards through empowerment of our customers and employees, principled decision making, innovative products and strategies, and care for all we meet. Point of Rental is searching for an individual who exhibits these values and will be an ambassador of them in the field.
About the role…
The Customer Support Specialist provides application/business support to our customers. When the "CSS" becomes an expert in the intricacies of our software and the hire/rental industry, there will be a potential progression opportunity to evolve into a 1st Line Customer Support Technician.
You will have had prior business/application support experience supporting external customers and preferably exposure to some of the technologies involved with the software (listed in key skills) with an emphasis on SQL server/database admin, server and client O/S, basic network troubleshooting and IIS.
Performance
- Providing telephone and email support to external customers and colleagues providing an excellent level of service
- Logging, prioritising and acting on calls via the Point of Rental Software CRM system (Salesforce)
- Ensuring that the Point of Rental Software CRM (Salesforce) system is updated in a timely manner so that the status of logged calls can be monitored, and problem reporting can be done effectively. This includes recording time taken to complete calls and the details of actions performed to troubleshoot/resolve support calls
- Ensuring that all daily tasks are carried out according to the agree procedures and within SLA’s
- Identifying trends and critical issues and escalating them to other team members or management, as required
- To be proactive in identifying areas for improvement and bringing these ideas to the attention of the relevant people and to assist in the development of the Service Desk procedures and knowledge base
- Documenting software features and business processes for use as knowledge base articles or customer fact sheets
- Treating all customers and colleagues with respect and demonstrating a commitment to the Point of Rental Software’s Equal Opportunities Policy
- Participating in testing of new releases of Syrinx products
Key Skills
- Required Languages: English
- Preferred Languages: French and/or Spanish
- Experience in 1st Line Support or Server Support role
- Fast learner
- Knowledge of SQL Server, Server 2003 and 2008 and Terminal Services (RDP) as well as PC/client Operating Systems is all an advantage
- Windows server shares and permissions
- A successful track record in application support
- Windows networking troubleshooting including Firewalls, DNS, DHCP & TCP/IP
- A strong knowledge of Microsoft environments and have proficient problem-solving skills
- Good customer service skills and confidence on the phone
- Enthusiasm for technical challenges
- A strong desire to learn and explore new areas of technology
- Patient mind for troubleshooting under pressure
- Excellent communication and customer service skills are essential
- Excellent attention to detail
- Able to follow processes
- Willingness to learn and develop skills
Advantageous Skills
- Other Languages: German, Dutch, Italian, & Portuguese
- IIS
- Crystal Reports
- SQL Server and a basic understanding of TSQL queries
- Accounting Systems including, but not limited to, Sage Line 50, Sage 200, QuickBooks, Salesforce, Pegasus Opera, Exchequer and Access Dimensions
- Experience with mobile data devices
- Hire industry terminology and business concepts
- General business processes (accounting, purchasing, sales etc)
Job Type: Full-Time, Base Salary
Annual Salary Range: £24,000 – £30,000
Schedule: M-F, Day Shift; Work from Home on Mondays, Wednesdays and Fridays; In-Office on Tuesdays and Thursdays
POR is an Equal Employment Opportunity employer and does not discriminate in hiring or employment practices. All qualified applicants will receive consideration without regard to race, color, sex, religion, national origin, citizenship, military service, veteran status, disability, genetic information, age, and any other characteristic protected by federal, state, or local laws. POR is committed to providing equal opportunity for all and reasonable arrangements for individuals with disabilities in employment. To request any special arrangements, please contact Human Resources.
Software Support Specialist employer: Point of Rental Software
Contact Detail:
Point of Rental Software Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Software Support Specialist
✨Tip Number 1
Familiarise yourself with the specific software and technologies mentioned in the job description, such as SQL Server and Salesforce. Having hands-on experience or even completing online tutorials can give you a significant edge during interviews.
✨Tip Number 2
Brush up on your customer service skills, especially in a technical context. Practising how to explain complex issues in simple terms can help you stand out as a candidate who can effectively communicate with customers.
✨Tip Number 3
Network with current or former employees of Point of Rental on platforms like LinkedIn. They can provide insights into the company culture and the specifics of the role, which can be invaluable during your application process.
✨Tip Number 4
Prepare for potential technical questions by reviewing common troubleshooting scenarios related to Windows networking and server support. Being able to demonstrate your problem-solving skills in real-time can impress interviewers.
We think you need these skills to ace Software Support Specialist
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Software Support Specialist position. Familiarise yourself with the technologies mentioned, such as SQL Server and Windows networking.
Tailor Your CV: Customise your CV to highlight relevant experience in application support and customer service. Emphasise any specific skills related to SQL, server support, and troubleshooting that align with the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention how your values align with those of Point of Rental and provide examples of how you've demonstrated excellent customer service in previous roles.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is crucial for a support role.
How to prepare for a job interview at Point of Rental Software
✨Showcase Your Technical Knowledge
Make sure to brush up on your knowledge of SQL Server, Windows operating systems, and basic networking concepts. Be prepared to discuss how you've used these technologies in previous roles, as this will demonstrate your capability to handle the technical aspects of the job.
✨Demonstrate Customer Service Skills
Since the role involves providing support to external customers, highlight your previous experience in customer service. Share specific examples of how you've resolved customer issues effectively and maintained a positive relationship, as this will show your commitment to excellent service.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would troubleshoot common issues. Prepare some scenarios where you successfully identified and resolved problems, focusing on your thought process and the steps you took to reach a solution.
✨Ask Insightful Questions
At the end of the interview, have a few questions ready that show your interest in the company and the role. Inquire about the team dynamics, opportunities for professional development, or how they measure success in the position. This demonstrates your enthusiasm and forward-thinking attitude.
