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Application Specialist

2 months ago

Ruddington, Nottinghamshire, United Kingdom MHR Full time
Job Title: Application Specialist

At MHR, we're seeking an Application Specialist to play a pivotal role in ensuring our customers receive exceptional support and assistance with our products and services.

Key Responsibilities:

  • Promote a Positive Image: Uphold MHR's reputation by consistently delivering exceptional customer service and maintaining a positive attitude in all interactions.
  • First-Level Support: Provide prompt and effective first-level support to customers, addressing enquiries, troubleshooting issues, and escalating complex cases when necessary.
  • Triage and Categorisation: Assess incoming cases, prioritise based on urgency and problem type, and categorise them accurately for efficient resolution.
  • Case Investigation and Resolution: Utilise various resources including Salesforce, knowledge articles, MHR Test Systems, and customer system reviews to investigate and resolve issues promptly.
  • Defect Replication and Coordination: Replicate software defects, coordinate fixes with relevant teams, and ensure timely resolution to minimise customer impact.
  • Escalation and Transfer: Escalate cases to second-level support as needed and transfer cases to other MHR departments for extensive guidance or configuration changes.
  • Communication and Updates: Keep customers informed about case progress and resolution via telephone and Salesforce updates, ensuring transparency and maintaining customer satisfaction.

Requirements:

  • Ability to convey information clearly and effectively to diverse audiences, both verbally and in writing.
  • Strong listening skills to understand customer needs and concerns.
  • Professional when interacting with clients and colleagues over the phone.
  • Comfort in navigating challenging conversations with a calm and composed approach.
  • Proven track record of handling high call volumes while maintaining quality service.
  • Familiarity with fast-paced environments and ensuring efficient workflow.
  • Understanding of payroll processes, HR policies, and employment regulations.

Benefits:

  • Access to over 60 internal training courses, professional qualifications, and cross-departmental mentoring and coaching programs.
  • 24/7 access to a GP through SmartHealth for you and your family, confidential mental health support, and paid sick leave.
  • Ability to purchase or sell additional holiday days beyond the standard 25 days and bank holidays.
  • Monthly employee recognition program and departmental awards.
  • Referral bonus scheme of up to £2,000.
  • Employee-led social events such as running clubs, football teams, book clubs, and bake-offs.
  • On-site subsidised restaurants offering a variety of fresh meals daily.
  • Opt-in benefits schemes such as private medical insurance and dental coverage.

We value the well-being, financial stability, and inclusivity of our employees, and strive to provide a supportive working environment.