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IT Systems Trainer and Support Expert

2 months ago

Bristol, Bristol, United Kingdom ESS Employment Ltd Full time

Job Summary:

We are seeking a highly skilled and experienced Systems Trainer and Support Specialist to join our team at ESS Employment Ltd. As a key member of our organization, you will be responsible for providing user training and support to our customer base, utilizing your expertise in training and helpdesk roles.

Key Responsibilities:

  • Provide remote and onsite software training to customers, ensuring they have the necessary skills to effectively utilize our products.
  • Offer helpdesk support and undertake testing for bespoke software solutions, identifying and resolving technical issues in a timely and efficient manner.
  • Contribute to the overall success of the business by meeting agreed company targets and objectives, working collaboratively with cross-functional teams to achieve shared goals.

Training and Development:

  • Travel to new and existing customers to provide on-site training, adapting to different learning styles and environments.
  • Design and deliver training programs in a working environment, ensuring participants gain practical skills and knowledge.
  • Develop and deliver training for trainers, enhancing their skills and expertise in training delivery.
  • Design and deliver web-based training, leveraging technology to reach a wider audience.

Helpdesk and Support:

  • Respond to inbound calls and communicate effectively with clients, providing timely and accurate support.
  • Assist with Helpdesk calls and subsequent call management, ensuring issues are resolved efficiently and effectively.
  • Provide first and second-line technical support, troubleshooting and resolving technical issues.
  • Manage client communications through various channels, ensuring clear and concise information is provided.
  • Deliver excellent customer service, utilizing strong communication and interpersonal skills.
  • Offer suggestions for improving our service and processes, driving continuous improvement.

Testing and Quality Assurance:

  • Perform functional and manual testing, identifying and reporting defects and issues.
  • Develop and execute test scripts, ensuring thorough and comprehensive testing.
  • Collaborate with software developers and project support teams, providing technical expertise and guidance.
  • Test in various environments, including web, desktop, and mobile, ensuring our products meet high standards.
  • Write and review technical documentation, ensuring accuracy and clarity.
  • Provide objective feedback to software development project teams, driving quality and improvement.
  • Communicate findings to technical and non-technical colleagues, ensuring seamless collaboration.

Requirements:

  • Comply with all ISO 9001 policies and procedures, ensuring adherence to quality standards.
  • Comply with all DSP policies and procedures, maintaining confidentiality and integrity.

Essential Skills and Qualifications:

  • Experience in providing training or a similar role, with a strong understanding of adult learning principles.
  • Experience in After Sales Service and Support or a similar role, with a focus on customer satisfaction.
  • Good IT skills, with proficiency in desktop operating systems and Microsoft Office.
  • Self-motivated and able to work independently and as part of a team, with excellent communication and interpersonal skills.
  • Ability to organize and prioritize workload, meeting deadlines and deliverables.
  • Polite, pleasant, and helpful on the telephone and in general, with good written communication skills.
  • Prepared to travel and stay away from home when required, with a valid driving license.
  • Flexible in terms of tasks undertaken, with a willingness to adapt to new processes and procedures.
  • Able to identify areas for improvement and introduce improved processes and procedures, driving continuous improvement.

About ESS Employment Ltd:

We are a leading recruitment agency, working with clients and candidates from a range of disciplines to place people in permanent, contract, and temporary roles. Our personal, professional, and friendly approach to recruitment has earned us a reputation as a trusted partner in the industry.