Technical Support Analyst Birmingham, England
Jonas Software
Full Time
Birmingham, England
27763 - 34675 GBP ANNUAL Today
Job description
Job Description:
Technical Support Analyst
CRB Cunninghams is the only UK provider with their own identity management, cashless catering, and online payment solutions, supported by a national service and support team. Our education solutions are used in over 3,000 schools across the UK to help them run efficient and effective meal and nutritional programs as well as providing a cashless solution to aid in the payment of those items, to help reduce the use of cash and the issues associated with it.
Our mission is to help our schools throughout the UK become cashless and benefit from the numerous effects this brings, such as reduced debt, food waste reduction and free school meal anonymity to name just a few.
POSITION:
We are seeking an experienced Technical Support Analyst 1st Line who is a team player with excellent verbal and written skills. The successful candidate must be able to work under pressure in a busy environment and have an aptitude for logical problem solving.
JOB RESPONSIBILITIES:
To work as part of a team delivering professional customer support to external customers on range of products, assisting them with software problems via phone, email, web or at site. You will have a calm and confident nature with the experience to confidently deal with telephone and email queries from customers efficiently and effectively. Queries may cover software, hardware, environmental, technical, or programming issues. Attention to detail is important as is the ability to progress all outstanding calls and ensure they are resolved within SLA’s.
In addition, you will utilise a variety of problem-solving techniques including tests on data and programs, researching existing documentation and the internet, use of the knowledge base and liaising with other members of staff and teams, to resolve customer issues.
The core responsibilities of the position are to:
- Log and progress 1st line Support Calls
- Follow up “customer care” calls
- Promote the latest products and services to the customer base
- Logging calls from emails onto the support desk system
- Maintaining remote access/support documents and customer records on CRM
- Set, maintain and exceed customer service standards
- To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to your line manager for service improvements
- To progress all outstanding calls and ensure they are resolved within the relevant time scales.
JOB QUALIFICATIONS:
- Logging and progressing calls
- Follow up “customer care” calls
- Promote the latest products and services to the customer base
- Logging calls from emails onto the support desk system
- Maintaining remote access/support documents and customer records on CRM
- Set, maintain and exceed customer service standards
- To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to your line manager for service improvements
- To progress all outstanding calls and ensure they are resolved within the relevant time scales
- Basic software knowledge (Can carry out known fault corrections, but with limited fault finding and diagnosis)
- Basic IT knowledge – operating systems, IP configuration work.
Your Personal Characteristics will include:
- Excellent communication skills, particularly over the telephone with the ability to explain technical issues clearly both verbally and in writing
- Logical and analytical, with a methodical approach to problem-solving
- Solution-focused, with ability to prioritise
- Persistent and resilient under pressure
- Accurate, with high attention to detail
- Team Player, with the ability to work under own initiative and willing to take personal responsibility for issues
- Self-motivated, resourceful and keen to learn and share knowledge
- Enthusiastic, motivated, empathetic and professional
- Able to manage multiple priorities
- Flexible and conscientious
- Good team player, yet willing to take personal responsibility for resolution of issues
- Proven ability to meet deadlines
- Proven ability to problem solve and teach others.
Business Unit:
Cash Registers (Buccleuch) Ltd
Scheduled Weekly Hours:
37.5
Number of Openings Available:
1
Worker Type:
Regular
Career Site:
More About Jonas Software:
Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.
Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.
Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.
IS THIS YOU?
Jonas Software
www.jonassoftware.com
Unionville, Canada
Barry Symons
$25 to $50 million (USD)
201 to 500 Employees
Subsidiary or Business Segment
Computer Hardware Development
