Application Support Specialist

6 months ago

Newcastle upon Tyne, United Kingdom Mandata Full time

Here at Mandata we take pride in our teams, we are proud of our culture and understand the importance of getting the best people on board and encouraging successful careers with us. We understand how nerve-wracking it can be making the decision to find a new role, but if you feel this role could be the right one for you, get in touch, we’d love to hear from you

**Company benefits**:

- Hybrid working.
- Company & personal bonus scheme.
- Employee share scheme.
- Life assurance cover.
- Healthcare cash plan.
- Electric vehicle salary sacrifice scheme.
- 25 days holiday plus bank holidays (increases with length of service).
- Employee Assistance Program (EAP).
- Cycle to work scheme.

**Mandata provides integrated transport management software solutions to road transport businesses operating throughout the UK and Ireland.**

Haulage operators of all sizes use our suite of products to manage their operations from orders to invoice. Our team is not only passionate about our solutions, but they are also incredibly knowledgeable and supportive.

We have focused on the road haulage, transportation and logistics sector for over 47 years and our aim is to help hauliers stay ahead in an ever-changing, competitive market. Our software never stands still, neither should our customers and neither should our team.

**Your role in a nutshell**

Application Support team troubleshoot technical issues, offer guidance and manage changes for our Transport management software (TMS) clients, providing timely customer feedback, and supporting the roll-out of new software solutions across the Mandata Group.

Moreover, Application Support needs to talk to customers directly, as well as create written documentation, requiring excellent written and verbal communication.

**The responsibilities we’ll trust you with**
- Ensure customer cases are responded to and resolved within SLA.
- Communicating with customers regularly with regards to their incident/problem/change request.
- Maintain a high-quality service to our customers.
- Managing multiple cases at one time, ensuring case notes are up to date.
- Diagnosing and resolving cases using remote access tools and verbal instructions.
- Installing and configuring software.
- Providing timely and accurate customer feedback.
- Following up with clients to ensure the problem is resolved.
- Testing and evaluating new technologies.

**Knowledge and expertise that matter most for this role**
- Experience with SQL and custom report building is essential.
- Up-to-date knowledge of the latest IT and software trends.
- Experience using programming languages.
- Exceptional customer service skills.
- Previous experience working in a customer support role.
- Excellent communication skills with the ability to convey ideas and offer solutions to the wider team.
- The ability to support non-technical customers and explain complex IT concepts in simple terms.
- Excellent organisational skills with the ability to manage priorities and work to deadlines.
- The ability to troubleshoot a variety of issues and resolve user issues.
- High degree of accuracy and attention to detail.
- Ability to provide concise documentation.
- Ability to work on own initiative and make balanced decisions.
- A positive can-do attitude and flexibility in taking on a broad range of responsibilities and tasks at short notice.
- The ability to quickly learn new operating procedures and maintain established systems.
- Approachable with good interpersonal skills and the ability to interact with staff effectively at all levels.
- A commitment towards delivering quality customer service to internal and external customers.

**Your personal attributes - we need someone who**
- Has the ability to quickly establish good working relationships with clients.
- Is patient.
- Has a logical problem-solving mind.
- Shows enthusiasm for continual learning.

**Our Culture - The Mandata Way**

The Mandata Way outlines our core values and behaviours. These values are the foundation of our culture, and we are all responsible for using them to shape our future. Our 4 values are One Team, Passionate, Accountable and Customer Driven.

**To demonstrate our values and behaviours you will**:

- Always bring ‘The Best You’ to work.
- Work as One Team to get the job done well.
- Be Passionate, work with energy and enthusiasm to achieve more.
- Be Accountable and understand what you do, matters.
- Have a Customer Driven mindset, everything we do is in service of our customers.

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Performance bonus

Work Location: In person

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