Support Specialist

 

Description:

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 (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

 

• 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