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Software Support Analyst

3 months ago

Poole, United Kingdom Ibcos Computers Ltd Full time

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

Responsible for N/A

Team Support

Responsible to Software Support Team lead


Company Overview


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.


Job Overview


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.


Key Responsibilities


  • Provide telephone, email and chat software support to the customer base
  • Provide initial customer contact to gather additional information
  • Review and triage tickets based on first contacts
  • Resolve queries within your sphere of responsibility
  • Escalate more complex queries and issues to colleagues as required
  • 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
  • Review existing and contribute new articles to the Knowledge Base
  • Become involved in ad-hoc tasks as required


Qualifications Required


Desired – NVQ 2 or GCSEs at A-C’s or equivalent


Experience Required


Essential – Excellent and fluent English communication skills both verbal and written

Essential – Strong customer service skills and an excellent telephone manner

Essential – Strong analytical and problem-solving abilities, good attention to detail

Essential – Ability to communicate with and respect customers at all levels within a company

Essential – Collaborative approach and ability to work well with others both locally and via messaging tools

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 of ERP or POS systems

Desirable – Experience in working with CRM systems

Desirable – Experience in the agricultural, construction or garden machinery industry would be an advantage

Desirable – Experience in an Accounts environment


Suitable for someone who…


Enjoys building a rapport and communicating with customers, while delivering customer service excellence. A real can-do attitude. Works well within a team. Ability to work in a team to meet joint objectives and alone to meet individual responsibilities. Positive, confident, self-motivated, autonomous, and reliable.


Competencies


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

Resilient - I handle work pressure well, working with a varied workload. I am adaptable and handle new or uncertain situations well

Analytical - I have strong research skills, with the ability to theorise. A great problem solver, taking clear and logical steps to reach a decision. I report my findings clearly

Good Communicator - I have great verbal and written skills. I listen to others, am approachable and open minded. I am open to and give feedback

Continuous Improvement - I am eager to acquire new knowledge and skills in order to perform my job more effectively

Positive - I convey an optimistic and confident approach to situations

Interested - I want to learn more about what I and the company does

Committed - I do what I say I’ll do; people can count on me

Respectful - I treat colleagues and customers with deference and respect

Collaborative - I work well with others to get the desired outcome


Diversity within the workplace


At Ibcos Computers we are pleased to say we create a diverse and inclusive work environment. We are an equal opportunity employer, and we actively encourage all individuals to express themselves and to achieve their full potential.


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 Benefits


. Company Performance Bonus – Paid annually.


. Cycle to work scheme.


. Generous Company Sick pay


. Death in service – 4 x your annual salary.


. Company pension - employer contribution of 5%


. Maternity, Paternity and Shared Parental leave: Ibcos Computers has a generous policy to cover

time off to be with your family at important times in your life.


. 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