Customer Support Specialist
4 weeks ago
About Point of Rental Software
We are a leading provider of rental software, and we're seeking a skilled Customer Support Specialist to join our team. As a leader in our industry, 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.
About the Role
The Customer Support Specialist will provide application/business support to our customers, helping them to get the most out of our software. This role requires a strong understanding of our software and the rental industry, as well as excellent communication and problem-solving skills.
Key Responsibilities
- Provide telephone and email support to external customers and colleagues, ensuring an excellent level of service
- Log, prioritize and act on calls via our CRM system, ensuring timely updates and effective problem reporting
- Ensure all daily tasks are carried out according to agreed procedures and within SLAs
- Identify trends and critical issues, escalating them to other team members or management as required
- Be proactive in identifying areas for improvement and bring ideas to the attention of relevant team members
- 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 our Equal Opportunities Policy
- Participate in testing of new releases of our products
Requirements
- Experience in 1st Line Support or Server Support role
- Knowledge of SQL Server, Server 2003 and 2008, and Terminal Services (RDP)
- Windows server shares and permissions
- A successful track record in application support
- Windows networking troubleshooting, including Firewalls, DNS, DHCP & TCP/IP
- Excellent communication and customer service skills
- Excellent attention to detail
- Able to follow processes
- Willingness to learn and develop skills
Advantageous Skills
- Relevant languages: German, Dutch, French, Italian, Spanish & Portuguese
- IIS
- Crystal Reports
- 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
- Hire industry terminology and business concepts
- General business processes (accounting, purchasing, sales etc)
Job Type: Full-Time, Base Salary. M-F, Day Shift.
We are an Equal Employment Opportunity employer and do not discriminate in hiring or employment practices. All qualified applicants will receive consideration without regard to race, color, sex, religion, national origin, citizenship, military service, veteran status, disability, genetic information, age, and any other characteristic protected by federal, state, or local laws. We are committed to providing equal opportunity for all and reasonable arrangements for individuals with disabilities in employment. To request any special arrangements, please contact Human Resources.
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