1st Line Technical Support Agent in Rochester

Uniware Systems is an EPoS and Payment provider with over 25 years of experience in providing solutions to support the catering and retail sectors. Clients include Retailers, Oxbridge Colleges, Universities, Financial Services, Hospitality, Stadia and Blue-Chip businesses across the UK. Uniware offers the entire range of business services needed for an efficient EPoS and Payments estate.

Uniware is passionate about providing EPoS & Payment solutions that enable clients to maximise revenue, improve customer loyalty and increase footfall within their hospitality & retail businesses. Our success relies on being focused on how our customers view their experience whilst using our solutions. We work diligently through a process of continual review to ensure we satisfy requirements and maintain our place as market leaders in our specialist services.

POSITION: We are seeking a 1st Line Technical Support Agent to join our busy Customer Support team. The successful candidate will add strength to our highly capable support operation and report to the Service Desk Manager.

JOB RESPONSIBILITIES:

• To work as part of a team delivering a first class, professional customer service in a 1st line support position.
• To use sound judgment and take decisions within established procedures for each service request including logging, processing and follow-up, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.
• The role itself is very varied and will entail:

• Logging calls in support database and assigning a priority level and service level agreement and managing customer expectation on time of resolution
• Problem solving support issues using own knowledge and support libraries
• Escalating calls to higher level of support organisation if answer is unknown or SLA is in danger of breach
• Arranging engineers to attend site with correct documentation
• Assist in carrying out Risk Assessments and Method Statements where needed
• Carry out quality testing of new software releases, following development guidelines.
• Participating in handover meetings from installation teams following installation of new systems
• Where required visit customer sites to resolve support calls and assist in Go Live days for new systems
• Identity card printing and manage customer expectations.

JOB QUALIFICATIONS:

Essential skills:

• A working knowledge of Microsoft desktop operating systems
• A good working knowledge of Microsoft desktop applications (Word, Outlook, Excel)
• Ability to monitor, control and undertake a variety of tasks simultaneously
• Ability to work unsupervised and prioritise work – self-motivated.

Desirable skills:

• Knowledge of retail or hospitality industry requirements, and other services and products
• Knowledge of Computer and Networking technologies
• Ideally hold an IT qualification
• Any Microsoft certifications
• Any database or SQL experience
• Any experience of remote support products, VNC, remote desktop etc.

Your Personal Characteristics will include:

• Excellent communication skills, particularly over the telephone, with the ability to explain issues clearly and simply, both orally and in writing
• An ability to build a rapport with customers
• Logical and analytical, with a methodical approach to problem-solving
• Solution-focused, with ability to prioritise
• Persistent and resilient under pressure, with a good sense of humor
• Accurate, with high attention to detail
• Good team player, yet willing to take personal responsibility for issues
• Self-motivated, resourceful and keen to learn and share knowledge
• Enthusiastic, motivated, empathetic and professional
• Flexible and hard working approach
• Excellent administrative and organisational skills
• Able to manage multiple tasks
• Able to follow process and procedures
• Able to be patient, tolerant and problem-solve accordingly.

Only candidates who are eligible to live and work in the UK need apply. Salary will be commensurate with experience and job responsibilities. We offer excellent benefits.