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- Tasks: Provide top-notch application support to customers and troubleshoot software issues.
- Company: Join a caring and innovative team dedicated to empowering each other and our customers.
- Benefits: Competitive salary, remote work options, and opportunities for professional growth.
- Why this job: Kickstart your tech career while making a real difference in customer experiences.
- Qualifications: Experience in 1st Line Support and a passion for technology are essential.
- Other info: Dynamic environment with potential for career progression to 2nd Line Support.
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.
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.
- Treating all customers and colleagues with respect and demonstrating a commitment to the Point of Rental Software’s Equal Opportunities Policy.
- Participating in testing new releases of Syrinx products.
- 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.
- 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.
- 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.
- Caring – We authentically care about our teammates, customers, and communities.
Hybrid Support Specialist in Reading employer: Point of Rental Software
Contact Detail:
Point of Rental Software Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Hybrid Support Specialist in Reading
✨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! Since you'll be providing support over the phone and via email, make sure you can explain technical issues clearly and confidently. Role-play with a friend or use online resources to sharpen those skills.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining our team. Don’t miss out on this opportunity!
We think you need these skills to ace Hybrid Support Specialist in Reading
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 business or application support. We want to see how you've helped customers in the past and what skills you've picked up along the way!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your skills and experiences shine through without unnecessary fluff.
Tailor Your Application: Make sure to tailor your application to the Hybrid Support Specialist role. Mention specific technologies and skills from the job description that you’re familiar with, like SQL Server or customer service experience. This shows us you’ve done your homework!
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 don’t miss out on any important updates during the process!
How to prepare for a job interview at Point of Rental Software
✨Know Your Tech
Brush up on your knowledge of SQL Server, server operating systems, and basic network troubleshooting. Being able to discuss these technologies confidently will show that you're not just a fast learner but also someone who can hit the ground running.
✨Customer Service Mindset
Prepare examples of how you've provided excellent customer service in previous roles. Think about specific situations where you resolved issues or improved processes, as this aligns with the company's commitment to empowering customers and colleagues.
✨Familiarise with the Software
If possible, get a trial version of the Point of Rental Software or similar CRM systems like Salesforce. Understanding how these systems work will help you answer questions more effectively and demonstrate your proactive approach to learning.
✨Show Enthusiasm for Learning
Express your eagerness to learn and develop new skills during the interview. Highlight any relevant courses or certifications you've pursued, especially in areas like TSQL queries or accounting systems, to show that you're committed to growing within the role.