Hybrid Support Specialist - Tier 1

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.

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 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 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

• 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 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

• 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).

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. We foster confident autonomy to resolve issues and discover new ideas by investing in continuing education, promoting an atmosphere of open questioning and active listening, and defining a wide boundary of trust.
• Principled – We are committed to creating an environment of authenticity, honesty, and openness. Our actions demonstrate conviction and purposeful intention in the way we interact with our teammates, customers, and communities.
• Innovative – We are trailblazers, committed to constant innovation in everything we do for our team, our customers, and our communities. We relentlessly strive to identify opportunities and surmount future challenges to ensure success.
• Caring – We authentically care about our teammates, customers, and communities. By supporting and mentoring them to be their best, we empower and encourage them to serve others with the goal of making the world a better place.