Web Technical Support

3 months ago

Newcastle upon Tyne, United Kingdom Mandata Full time

**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**:
Our Web Technical Support is responsible for troubleshooting technical issues & providing 1st and 2nd line technical support to our clients, providing timely customer feedback, and support the roll-out of new software solutions across the Mandata Group.

Within this role you will be expected to support our customers directly, as well as creating written documentation, requiring excellent written and verbal communication.

**The responsibilities we’ll trust you with**
- Identifying software solutions.
- Troubleshooting technical issues.
- Diagnosing and repairing faults.
- Installing and configuring software.
- Speaking to customers to quickly get to the root of their problem.
- Providing timely and accurate customer feedback.
- Talking customers through a series of actions to resolve a problem.
- Following up with clients to ensure the problem is resolved.
- Managing multiple cases at one time.
- Testing and evaluating new technologies.
- Working with Developers to resolve issues.

**Knowledge and expertise that matter most for this role**
- Excellent communication skills, written and verbal.
- 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.
- 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.
- A commitment towards delivering quality customer service to internal and external customers.

**Desired experience**:

- Ability to work with relational databases using SQL is essential.
- The ability to understand and write JavaScript script.
- The ability to quickly understand complex systems and identify and diagnose issues.

**Your personal attributes - we need someone who**
- Has the ability to quickly establish good working relationships with clients.
- Has a logical mind.
- Possesses enthusiasm for continual learning.
- Is approachable with good interpersonal skills and the ability to interact with staff effectively at all levels.
- Has excellent organisational skills with the ability to manage priorities and work to deadlines.

**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, Optimistic, Take Action and Customer Driven.

To demonstrate our values and behaviours you will:

- Always bring ‘The Best You’ to work.
- Work together as One Team to achieve our goals.
- Be Optimistic, embrace change and innovation with a positive outlook.
- Take Action to find solutions and strive for results.
- Have a Customer Driven mindset, our customers are at the centre of everything we do.

**Company benefits**:

- Hybrid working
- Healthcare cash plan
- Birthday day off
- Electric vehicle salary sacrifice scheme
- Paid volunteering leave
- Tech/home salary sacrifice scheme
- Enhanced family leave policies
- Company & personal bonus scheme
- Employee share scheme
- 25 days holidays plus bank holidays (increases with length of service)
- Life assurance cover
- Free will writing service
- Company sick pay entitlement (length of service dependant)
- Cycle to work scheme
- Employee assistance programme

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

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Sick pay
- Work from home

Schedule:

- Day shift
- Monday to Friday

Work Location: Hybrid remote in Newcastle upon Tyne, NE12 8BS

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