Customer Support Specialist
2 weeks ago
We're a leading provider of rental software, empowering our customers and employees with the highest standards of innovation, principled decision making, and care for all we meet.
About the RoleThe Customer Support Specialist will provide application/business support to our customers, leveraging their expertise in the intricacies of our software and the hire/rental industry.
Key Responsibilities- Provide telephone and email support to external customers and colleagues, delivering an exceptional level of service.
- Log, prioritize, and act on calls via the Point of Rental Software CRM system (Salesforce).
- Ensure timely updates to the CRM system, enabling effective monitoring and problem reporting.
- Adhere to agreed procedures and SLAs for daily tasks.
- Identify trends and critical issues, escalating them to team members or management as needed.
- Proactively identify areas for improvement and contribute to the development of Service Desk procedures and knowledge base.
- Document software features and business processes for knowledge base articles or customer fact sheets.
- Treat all customers and colleagues with respect, upholding our Equal Opportunities Policy.
- Participate in testing of new releases of Syrinx products.
- Experience in 1st Line Support or Server Support role.
- Fast learner with a strong knowledge of SQL Server, Server 2003 and 2008, and Terminal Services (RDP).
- Proficient in Windows server shares and permissions, Windows networking troubleshooting, and Firewalls, DNS, DHCP & TCP/IP.
- Excellent customer service skills, confidence on the phone, and a patient mind for troubleshooting under pressure.
- Excellent communication and customer service skills, with a willingness to learn and develop skills.
- Relevant languages: German, Dutch, French, Italian, Spanish & Portuguese.
- IIS, Crystal Reports, SQL Server, and TSQL queries.
- Accounting Systems, including Sage Line 50, Sage 200, QuickBooks, Salesforce, Pegasus Opera, Exchequer, and Access Dimensions.
- Experience with mobile data devices, hire industry terminology, and business concepts.
Full-Time, Base Salary, M-F, Day Shift.
Point of Rental Software is an Equal Employment Opportunity employer, committed to providing equal opportunity for all and reasonable arrangements for individuals with disabilities in employment.
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