technical support Wetherby, England
Job description
Company Description
Proactis is a leading Source-to-Pay software solution provider for mid-market organisations across a range of service-led industries.
Proactis Rego, our end-to-end modular platform, enables customers to control spend and manage supply-chain risk; improve compliance and governance of their purchasing activities; reduce the cost of goods and services; and deliver efficiencies, all through process digitisation and automation.
Job Description
The primary purpose of the role is to manage incoming incident and service requests from customers through the customer service support portal, email and telephone to ensure all contractual SLA’s are met to a high level of customer satisfaction.
Where required the post holder will escalate cases to other teams within Proactis providing detailed troubleshooting and replication steps and ensure these are managed through to completion and the customer is informed throughout the process.
There is a requirement to modify standard SQL scripts raised through the change management process to resolve issues and configure products.
The role also involves knowledge sharing and providing help and guidance to other teams throughout the company including the 1st and 2nd line support teams.
Qualifications
Basic SQL experience with an understanding of Transact-SQL (TSQL)
Excellent written and spoken language
An ability to simplify and detail technical issues for a wide audience
An awareness of Change Control procedure and process
High level of attention to detail
Prior experience of working on a Service Desk to a ITIL framework desirable
Additional Information
While the job does allow remote working, there will be a requirement to visit our Wetherby office periodically (quarterly)
About Proactis
CEO: Stephen Line
Revenue: $25 to $50 million (USD)
Size: 201 to 500 Employees
Type: Company - Public
Website: http://www.proactis.com
Year Founded: 1996
