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Job description

The successful candidate MUST be based in the UK

As a Customer Support Technician, you will consistently deliver an exceptional quality of service to new and existing customers. You will provide prompt, clear and helpful information to allow users to make full use of Enovation software and solutions

Key Responsibilities

• Reporting to the Head of Technical Services and the Support Manager/DB Specialist
• Configuration, maintenance and testing of UMO hardware and software - servers, UMO line racks, Comms. Microsoft environment, UMO software, database software, third party software
• Providing helpdesk services to customers, telephone and web based
• Using helpdesk software to log and report on all jobs raised
• Remote support for customer sites via support software such as Teamviewer
• UMO installations in the UK – remote support, reactive and planned site visits where required
• Participation in Out of Hours rota - Out of hours calls handled can be claimed back as time in lieu
• Exhibition and conference attendance and demonstrations
• Assistance with UMO demonstrations at Customer premises or at the Enovation UK office
• Support & day to day management of office IT systems and UMO demo systems
• Liaison with development team in Holland
• Product testing and feedback
• Product specifications for new features
• Research into useful third-party software to complement our products
• Day to day management of stock, test rigs and the technical office
• Assistance for UMO installation projects
• General support at the office eg admin, support for customer visits etc
• Involvement in any other technical, installation or sales projects as required by the business

Qualifications

• A good standard of education including GCSE Maths and English or equivalent
• Level 2 IT qualification (desirable)

Experience/Knowledge

• Able to deliver high levels of customer care
• Strong communication and interpersonal skills
• UMO system maintenance
• Able to learn and operation of company manual and computerised systems
• Experience of configuration, maintenance and testing of UMO hardware and software
• Working knowledge of Microsoft Office
• Able to multi-task remaining calm and professional even in a pressurised customer service environment
• Able to make a positive contribution to role and team
• Ability to make decisions in line with current policies and information

Skills and Abilities

• Proven experience of working in a customer support environment
• Proven written and verbal communication skills
• Ability to quickly establish and where appropriate further develop effective relationships with key internal and external stakeholders
• Excellent organisation and time management skills - able to work to deadlines
• Self-motivated and able to work alone and a self-starter to achieve timely targets and tasks
• A professional approach and the ability to be tactful, diplomatic and maintain confidentiality
• Willingness to learn new sills and evidence of continuing professional development

Personal Qualities

• Friendly and approachable
• Flexible attitude to working practices and demands
• Responsible and trustworthy
• Ability to work unsupervised and on own initiative
• Proactive approach to personal development

Other

• Full, valid driving licence
• Willingness to travel to customer premises when required

What We Offer

• Being part of an enthusiastic and highly skilled team
• A job where you can grow your skills and experience
• Progression opportunities
• Hybrid working arrangements
• Pension scheme after a qualifying period
• Free onsite parking
• Holiday entitlement of 23 days (plus Bank Holiday) increasing by 1 day/year of service up to 5 years till you reach 28 days/year plus Bank Holidays
• On-call rota will provide extra income

Job Types: Full-time, Permanent

Salary: £27,600.00-£31,600.00 per year

Benefits:

• Company pension
• Free parking
• On-site parking
• Work from home

Schedule:

• Monday to Friday

Experience:

• helpdesk support: 1 year (preferred)

Work Location: Remote

Reference ID: Enovation/CST