Customer Support Associate

4 weeks ago


Reading, Reading, United Kingdom Point of Rental Software Full time
Job Summary

We are seeking a highly skilled 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 provide application/business support to our customers, becoming an expert in the intricacies of our software and the hire/rental industry. This role offers a potential progression opportunity to evolve into a 1st Line Customer Support Technician.

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 Point of Rental Software CRM (Salesforce) system, allowing for effective monitoring of call status and problem reporting
Identify areas for improvement and bring ideas to the attention of relevant personnel, assisting 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, demonstrating 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, and 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 are essential
Relevant languages: German, Dutch, French, Italian, Spanish, and Portuguese
SQL Server and a basic understanding of TSQL queries
Accounting Systems, including Sage Line 50, Sage 200, QuickBooks, Salesforce, Pegasus Opera, Exchequer, and Access Dimensions
Experience with mobile data devices

What We Offer

Full-Time, Base Salary, M-F, Day Shift
Equal Opportunities Policy
Reasonable arrangements for individuals with disabilities in employment

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