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IFS Technical Support Specialist
2 months ago
The IFS Technical Support Specialist will deliver expert technical assistance and support to users of IFS software, ensuring adherence to established service level agreements.
Key Responsibilities- Resolve client inquiries and issues, providing technical direction, training, and comprehensive process documentation.
- Customize and configure IFS software to align with the unique business requirements of clients.
- Engage with clients to gain insights into their operational processes and objectives, offering tailored recommendations for optimal software utilization.
- Deliver prompt and effective technical support for IFS solutions and Cooper Software products, addressing concerns that may arise during pre- or post-implementation phases.
- Monitor and respond to technical issues logged on the Service Desk, managing faults through to resolution in accordance with SLAs.
- Communicate effectively with clients to understand their needs, providing guidance and training on best practices for IFS system usage.
- Generate customer reports and participate in meetings to review support contract performance and outstanding issues.
- Maintain detailed records of client inquiries and support activities to ensure comprehensive tracking.
- Stay informed about the latest advancements in IFS technology and industry best practices to enhance system performance and client satisfaction.
- Provide feedback to management regarding common issues and client insights to support continuous improvement initiatives.
- Participate in an on-call rota to address critical issues for clients requiring 24/7 support.
An IFS Practitioner qualification is required, or must be obtained during the probationary period. Candidates should demonstrate proficiency in identifying and resolving issues within the IFS system, showcasing strong problem-solving skills.
Skills and Attributes- Exceptional customer service abilities to effectively communicate with clients and address their IFS-related concerns.
- Strong organizational skills to prioritize tasks and manage time efficiently, ensuring timely issue resolution.
- A collaborative mindset to work with cross-functional teams and clients in addressing complex challenges.
- Adaptability to evolving client needs and software updates, fostering continuous learning and professional development.
- Previous experience in providing support for IFS systems is advantageous, demonstrating a commitment to customer satisfaction.
Cooper Software is dedicated to investing in its employees, offering long-term growth opportunities to develop skills and advance careers. We value the contributions of all team members, whether they are recent graduates or seasoned professionals.
Benefits- Competitive salary
- Enhanced holiday entitlement increasing with service, plus an additional day off for birthdays
- Life assurance
- Private healthcare
- Enhanced pension contributions
- Additional employee benefits, including a Cycle to Work scheme and discounts on new car purchases
- Opportunities for professional development and career progression
Cooper Software is committed to fostering a diverse and inclusive workplace, ensuring equal opportunities for all employees based on their skills and abilities. We strive to create an environment that encourages excellence through effective leadership in equality and diversity.
