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Software Support Analyst

3 months ago

Poole Dorset, 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

Your role will be to learn the Gold Dealer Management System including areas such as Parts Management, Wholegood Inventory and Accounting functions. You will assist customers with their general use of the software, be proactive in problem solving, identify and report defects and create Knowledge Base articles for common processes.

You will be part of a team of software support analysts supporting our customer base throughout the UK, Ireland and South Africa. Customer support is via telephone, email and portal so good verbal and written communication is crucial for the role.

This role will suit someone who has a customer centric approach, can problem solve, enjoys learning software and is a teamplayer. A technical background may be an advantage but is not a prerequisite for the role.

Key Responsibilities

  • Provide telephone, email and portal 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

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

Good to have but not essential – Exposure to or experience of accounts and finance functions in a business or academic environment

Good to have but not essential – Experience of ERP or POS systems

Good to have but not essential – Experience in the agricultural, construction or garden machinery industry would be an advantage

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.

What You Can Expect From Us

  • 25 days’ annual leave (increasing with length of service) plus bank holidays
  • Annual salary reviews, based on individual performance
  • Enhanced Maternity and Paternity pay
  • Generous staff discount on F&B products
  • Access to our retail discounts platform
  • Employee Assistance Programme with 24/7 support
  • Private Medical Insurance with Family Cover
  • Health Cash Plan
  • Company Sick Pay
  • Purchase Holiday Scheme
  • Group Pension Scheme, matched by F&B
  • Life Assurance
  • Refer a Friend scheme
  • Cycle to Work scheme
  • Electric Vehicle scheme
  • Season Ticket Loans for travel