Technical Support Advisor

2 weeks ago

Coventry, United Kingdom Microlise Full time

We are looking for a Technical Support Advisor  to join our growing Support Services team Your core focus will be to provide exceptional support for both customers and employees on all Microlise products. You will act as a liaison between various internal teams and our customers; proactively seeing incidents through to resolution, ensuring agreed SLAs are met or exceeded. 

Building effective relationships with customers, you will advise them on how to configure Microlise software, author complex specifications for customisations and provide training when required. You will essentially act as the customer's trusted partner enabling our internal multidisciplinary teams to provide an exceptional level of service.

Are you experienced in providing technical support to a variety of user levels? Do you have a passion for learning new technologies and a knowledge of the transportation industry? Yes? Then this is the role for you, apply now and take the next step in your career

What you will be doing:

  • Working with customers/employees to identify issues and advise on solutions
  • Analyse issues to spot trends and suggest system improvements
  • Conduct online and face-to-face sessions at customers' sites as well as in-house 
  • Support in Incident management of departments in dealing with issues
  • Understand and train on all new products, updates and installs
  • Be the first point of contact for certain customers as determined by the management team
  • Undertake additional duties in line with capabilities as required
  • Work with other departments to ensure the smooth implementation of new customers
  • Carry out work safely and diligently and ensure all team members do the same
  • Provide technical & product training (internal and external) as well as create new documentation and knowledge base articles

What we’re looking for:

  • Demonstrable experience in a similar role within a SaaS organisations, ideally within the Transport or Logistics industry
  • A technical mindset and able to understand customer priorities, technical landscape and operational requirements 
  • Exceptional communication skills with the ability to effectively liaise with external and internal stakeholders
  • Ability to carry out a variety of technical duties, competently and efficiently
  • Assist in strategic sales efforts from a technical perspective
  • Take opportunities to learn new technical skills and product knowledge and train the team
  • Ability to problem solve using technical competencies
  • Experience using Service Now would be advantageous

It would be desirable if you have:

  • Microsoft platform software and systems/supplier knowledge

Why Microlise?

When your groceries arrive at your door or you sign for your online parcel, one or more of our software, telematics or proof-of-purchase solutions has probably been used. Our solutions deliver value to many of the UK’s leading grocery retailers and food logistics providers as well as to household names including JCB, Stobarts, Carlsberg, Waitrose, and Royal Mail.

Proudly Midlands-based, Microlise has been operating for over thirty years, and recently became a Publicly Listed Company with shares trading on the London Stock Exchange. Our growing business is guided by our culture which drives the way we behave, the way we work, the way we connect with our customers, and the way we support and develop our people.

  • Full support and training to ensure you are well equipped to succeed in your role.
  • Great Place to Work certified – We have been recognised by the global authority on workplace culture, so come be a part of our success
  • Private medical insurance with Vitality Health including rewards for members such as: Free Amazon Prime, Apple Watch, discounted gym membership and many more 
  • 25 days holiday, excluding bank holidays, increasing with service. 
  • Invested in employee health and well-being with over 20 mental health first aiders in the business. 
  • Employee Assistance Programmes 
  • Free Costco membership, 20% off EE mobile and line rental, and other local discounts
  • Great staff extras: Easter eggs, yearly BBQ, Christmas gifts and annual staff awards
  • Executive Box at Motorpoint Arena Nottingham 

Recruitment Process

For successful candidates, interviews will take place whilst the advert is still live; so, don’t delay getting your application in 

Recruitment Agencies

Whilst we make every effort to directly source candidates for our live roles, we do have a very small, preferred supplier list on the occasion we may require additional support. We therefore do not accept speculative CVs and/or cold calls to our Recruitment Team or Hiring Managers. Any queries should be directed to jobs@microlise.com in the first instance.

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