1st & 2nd Line Support Consultant

6 months ago

Bath, United Kingdom Jonas Software Full time

Job Description:
1st / 2nd Line Support Consultant

Fitronics; effective, user-friendly software for the sport, health, and fitness industry.

Here at Fitronics, our goal is to support businesses within the sport, health, and fitness industry to be more successful, with a focus on improving their member experience. We currently do this through two software brands, TRP and CoursePro.

Our TRP suite of tools help gyms, health and fitness clubs, and leisure centres better engage with their members. CoursePro saves those running sports courses time spent on admin whilst improving the pupil and parent learning experience.

From humble beginnings (TRP was born out of an engineering student’s university enterprise project in 2002 and the first lines of code for CoursePro were written in the corner of a back office of a Somerset swimming pool in 2009) we are now market leaders; working with over 1,200 facilities across the globe including major players here in the UK such as Parkwood Leisure, Nuffield Health, and Virgin Active.

If you are a member of a gym or have taken children to swimming lessons, it is highly likely you will have come across our software already.

Fitronics is part of the Jonas Group of companies, which means a wealth of opportunities for growth, both as a business and for our individual team members as they plot their career paths in the world of software. Jonas’ genuine aim is to develop from within and opportunities for personal development are plentiful here.

Despite our success, we retain a small business culture and the associated agility which makes this an exciting place to work. Everyone has the opportunity to have their input in our ambitious and collaborative business, none more than our development team, who are our beating heart.

OUR VALUES:
Our core values are at the heart of everything we do:
Honest & Helpful - With every decision to support our team members & customers

Respectful - To be kind to everyone connected to our family

Relentless & Dedicated - A passion to never stop improving, growing and supporting ourselves

Responsible - For our actions, even through any bad times

Fun - With a smile during everything we do

We genuinely care about our customers, colleagues, partners, and stakeholders. Becoming a part of Fitronics is becoming part of the Fitronics family

We’re a hardworking bunch but we love being sociable too. Whether that’s a natter whilst making a cuppa in our breakout area, taking part in a Taskmaster style challenge on Teams, or having a blast at one of our quarterly social evenings. We are real mix of personalities, from a wide range of backgrounds, with a smorgasbord of hobbies and interests and we love our differences so whoever you are you will be welcomed into our family with open arms.

POSITION:
JOB RESPONSIBILITIES:
The role itself is very varied and will entail:- Promoting the latest products and services to the customer base- Maintaining remote access/support documents and customer records on CRM- Setting, maintaining and exceeding customer service standards- To encourage feedback on services provided, recognise the changing needs of the service, and make recommendations to your line manager for service improvements- To progress all outstanding calls and ensure they are resolved within the relevant timescales- To reactively & proactively support our customers through case management in our CRM- Follow up any “customer care” calls- Troubleshoot customer support cases in a timely manner - meeting and exceeding our own KPIs- Accurately diagnose the support case to ensure it reaches the correct support queue communicating this to the customer- Serve as primary support liaison between clients and the service desk- Keep clients informed of progression with issues and provide follow up as necessary- Collaborate with other departments as necessary to expedite resolutions- Promote and maintain a high quality, professional, service-oriented company image among clients.

JOB QUALIFICATIONS:
- Good Microsoft Office skills, particularly Excel, Word, Outlook and Power Point- Previous experience in face-to-face or telephone-based customer service preferred- Experience of database integrations to third party solutions such as access control; follow me print management; vending and payment gateways is desirable- Good technical understanding of the basic IT systems including SQL databases, networks and IIS- Basic knowledge of HTML & CSS would be an advantage- Several years previous Customer Service or IT Support.
- Your Personal Characteristics will include:_- Excellent communication skills, particularly over the telephone, with the ability to explain issues clearly and simply, both orally and in writing- An ability to build a rapport with customers- Logical and analytical, with a methodical approach to problem-solving- Solution-focused, with ability to prioritise- Persistent and resilient under pressure, with a good sense of humor- Accurate, with hig

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