IT Support

Due to our company's continued growth and expansion, Vapta Systems Ltd are recruiting for a _IT Support / Customer Success Assistant_ to join our expanding team.

Competitive Salary + Bonus And Excellent Benefits.

Flexible Working From Home With Some Visits To Customer Sites, So A Driving Licence Is Essential.

A Company Car Or Allowance Will Be Provided.

We are seeking a technically minded, ambitious individual.. Someone who’s proactive, has a passion for technology and the confidence to suggest areas for improvement in a fast-paced environment. Focused on building loyalty and long term client retention by supporting customers using our software and systems, addressing customer issues and helping the sales team with customer support and onboarding.

You will have the ability to work remotely and travel the UK meeting some of the biggest names in the road haulage sector.

**Key Responsibilities**:

- Learn and understand our systems from a user point of view.
- Understand our clients and why they use our services.
- Provide setup assistance, technical support and training to customers who use our product.
- Correctly identify and distribute tickets on our helpdesk to the correct departments.
- Collaborate with internal development teams to address and resolve technical issues.
- Offer tailored training sessions online or onsite to both new and existing customers.
- Develop customer relationships that promote retention and loyalty.
- Closely monitor support cases and customer feedback.
- Focus on delivering customer service and support to our customers
- Create help documentation and video content guides.
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices.

**Individual Requirements**:

- Strong interpersonal skills, customer empathy and determination to resolve issues.
- Analytical, data and process-oriented mind-set who wants to problem solve.
- Enthusiastic and creative in problem-solving.
- Flexible and adaptable - both products and their processes will develop over time.
- Excellent communication skills and willingness to work with others, providing cover and support during peak demand times/holidays/sickness.
- The ability to plan, prioritise and work on several projects at once.
- The desire to work under pressure and in a fast-paced environment.
- Comfortable with decision making but knowledgeable of when to escalate decisions/issues to management
- Self starter: you lead your own day-to-day and are in charge of your output and productivity

**Benefits**:

- 20 days holiday pa + bank holidays 28 days
- Company expensed certifications.
- Personal development plan
- Regular salary reviews
- Progression opportunities
- Company expensed travel.
- Company car (if Applicable)
- Attractive pension scheme
- Bonus and company profit share
- Company Mobile phone
- Free Coffee and Beverages in the office
- Company expensed eye tests and glasses

Monday to Friday

**Job Types**: Full-time, Permanent

**Salary**: £20,000.00-£25,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company car
- Company events
- Company pension
- Employee discount
- Flexitime
- Gym membership
- On-site parking
- Sick pay
- Store discount
- Work from home

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Overtime

Supplemental pay types:

- Bonus scheme
- Commission pay
- Loyalty bonus
- Performance bonus
- Quarterly bonus

Licence/Certification:

- Driving Licence (required)

Work authorisation:

- United Kingdom (required)

Willingness to travel:

- 50% (required)

Work Location: Hybrid remote in ASHBOURNE