Customer Support Specialist

2 months ago

Reading, Reading, United Kingdom Point of Rental Software Full time
About the Role

We are seeking a highly skilled and experienced Customer Support Specialist to join our team at Point of Rental Software. As a leader in rental software, we uphold the highest standards through empowerment of our customers and employees, principled decision making, innovative products and strategies, and care for all we meet.

The ideal candidate will be an ambassador of our values and will provide exceptional application/business support to our customers. With a strong background in business/application support and experience in supporting external customers, you will be able to troubleshoot and resolve complex issues efficiently.

Key Responsibilities
  • Provide telephone and email support to external customers and colleagues, delivering an excellent 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 to monitor call status and facilitate effective problem reporting
  • Record time taken to complete calls and details of actions performed to troubleshoot/resolve support calls
  • Identify areas for improvement and bring ideas to the attention of relevant stakeholders to assist in the development of Service Desk procedures and knowledge base
  • Document software features and business processes for use as knowledge base articles or customer fact sheets
  • Treat all customers and colleagues with respect and demonstrate a commitment to the Point of Rental Software's Equal Opportunities Policy
  • Participate in testing of new releases of Syrinx products
Requirements
  • Experience in 1st Line Support or Server Support role
  • Knowledge of SQL Server, Server 2003 and 2008, and Terminal Services (RDP) as well as PC/client Operating Systems
  • Windows server shares and permissions
  • A successful track record in application support
  • Windows networking troubleshooting including Firewalls, DNS, DHCP & TCP/IP
  • A strong knowledge of Microsoft environments and proficient problem-solving skills
  • Good customer service skills and confidence on the phone
  • Excellent communication and customer service skills
Preferred Qualifications
  • Knowledge of SQL Server and basic understanding of TSQL queries
  • Accounting Systems including, but not limited to, Sage Line 50, Sage 200, QuickBooks, Salesforce, Pegasus Opera, Exchequer, and Access Dimensions
  • Experience with mobile data devices
  • Fluency in multiple languages, including German, Dutch, French, Italian, Spanish, and Portuguese
What We Offer

We offer a competitive full-time salary, a dynamic work environment, and opportunities for professional growth and development. We are committed to providing equal opportunity for all and reasonable arrangements for individuals with disabilities in employment.

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