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IT Software Support Analyst
2 months ago
THIS IS AN OFFICE BASED ROLE AND THE OFFICE IS LOCATED IN POOLE, DORSET. YOU WILL BE REQUIRED TO ATTEND THE OFFICE ON A DAILY BASIS.
Job Title Software Support Analyst
Team Support
Responsible to Software Support Team lead
Ibcos Computers Ltd is the UK’s leading provider of Dealership Management Software to the Agricultural, Construction and Ground Care industries. We help Dealers manage all areas of their business operations from parts and service, through to sales and finance, with innovative solutions to achieve their business objectives.
You will be part of a team of software support analysts who provide support to our customer base throughout the UK, Ireland and South Africa. This vacancy focuses on the delivery of written, telephone and chat support of the dealer management system to end user customers. This role may include limited technical support but the primary responsibility is supporting the day to day use of the software.
Provide telephone, email and chat software support to the customer base
Continually develop knowledge of the entire software system and keep up to date with newly released software
Work with other members of the Software Support team to achieve high standards of service and customer satisfaction
Contribute to continuous improvement of the support call management process
Identify underlying causes of recurring software issues
Strong in setting customer expectations and ability to handle basic complaints
Become involved in ad-hoc tasks as required
Essential – Excellent and fluent English communication skills both verbal and written
Essential – Strong customer service skills and an excellent telephone manner
Desirable – Experience in working on a software support desk
Desirable – A general understanding of databases, applications and any knowledge of ODBC
Desirable – Exposure to or experience of accounts and finance functions in a business environment
Desirable – Experience in working with CRM systems
Desirable – Experience in an Accounts environment
Enjoys building a rapport and communicating with customers, while delivering customer service excellence. Customer Aware - I am able to relate to customers at all levels, I understand the commercial nature of the relationship with customers and treat all customers equally and with respect
Diversity within the workplace
At Ibcos Computers we are pleased to say we create a diverse and inclusive work environment. As a company, we continuously strive to outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, pregnancy, age, sexual orientation, and/or mental or physical disabilities.
If you have a disability, such as dyslexia or a medical condition which you believe may affect your performance during any aspect of our selection process, we will be happy to make reasonable adjustments to enable you to complete the process to your best ability.
Company Performance Bonus – Paid annually.
Cycle to work scheme.
Generous Company Sick pay
Company pension - employer contribution of 5%
Maternity, Paternity and Shared Parental leave: Ibcos Computers has a generous policy to cover
Medical Cash plan - which gives you access to the best doctors.
Generous Holiday Starting at 25 days.
Training support schemes to aid your professional development
