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- Tasks: Provide top-notch support to customers via phone and email, resolving issues efficiently.
- Company: Join a forward-thinking company that values innovation and teamwork.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for professional growth.
- Why this job: Make a real difference by helping customers and developing your tech skills.
- Qualifications: Experience in customer support and a passion for technology are key.
- Other info: Dynamic work environment with potential for career advancement.
The predicted salary is between 28800 - 43200 £ per year.
The Hybrid Support Specialist - Tier 1 provides application/business support to our customers. When the 1st Line Support Technician 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 2nd Line 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, with an emphasis on SQL server/database admin, server and client O/S, basic network troubleshooting and IIS.
Responsibilities:
- 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 agreed 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.
- 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:
- Languages: English and German (desirable).
- Experience in a 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 an advantage.
- Windows server shares and permissions.
- A successful track record in application support.
- A strong knowledge of Microsoft environments and 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:
- 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.
Please note that job descriptions cannot be exhaustive, and the post-holder may be required to undertake other duties, which are broadly in line with the above key responsibilities.
EPIC Core Values:
- Empowering: We equip our teammates, customers, and communities to reach their full potential.
- Principled: We are committed to creating an environment of authenticity, honesty, and openness.
- Innovative: We are trailblazers, committed to constant innovation in everything we do for our team, our customers, and our communities.
- Caring: We authentically care about our teammates, customers, and communities.
Customer Support Specialist employer: Point-of-Rental is an Elavon Payments Partner & Registered MSP/ISO of Elavon, inc
Contact Detail:
Point-of-Rental is an Elavon Payments Partner & Registered MSP/ISO of Elavon, inc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Specialist
✨Tip Number 1
Get to know the company inside out! Research their products, values, and culture. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Customer Support Specialist, you'll need to be clear and concise. Role-play common support scenarios with a friend to build your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our awesome team at StudySmarter.
We think you need these skills to ace Customer Support Specialist
Some tips for your application 🫡
Show Off Your Experience: When you're writing your application, make sure to highlight any previous experience you have in customer support or application support. We want to see how you've tackled challenges and helped customers in the past!
Tailor Your Application: Don’t just send a generic application! Take a moment to tailor your CV and cover letter to match the job description. Mention specific skills like SQL Server knowledge or your problem-solving abilities that relate to the role.
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate attention to detail, so make sure there are no typos or grammatical errors!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Point-of-Rental is an Elavon Payments Partner & Registered MSP/ISO of Elavon, inc
✨Know Your Tech
Brush up on your knowledge of SQL Server and basic network troubleshooting. Be ready to discuss how you've used these skills in previous roles, as this will show your technical competence and readiness for the Customer Support Specialist position.
✨Customer Service Focus
Prepare examples of how you've provided excellent customer service in past roles. Think about specific situations where you resolved issues or improved processes, as this aligns with the company's commitment to empowering customers and fostering a caring environment.
✨Familiarise with the Software
If possible, get a trial version of the Point of Rental Software or similar applications. Understanding the software's functionalities will help you answer questions confidently and demonstrate your enthusiasm for the role during the interview.
✨Show Your Problem-Solving Skills
Be ready to tackle hypothetical scenarios that test your troubleshooting abilities. Practice articulating your thought process clearly, as this will showcase your analytical skills and ability to remain calm under pressure, which is crucial for a support role.
