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Customer Support Specialist

1 month ago

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

About Point of Rental Software

We're a leading provider of rental software, and we're looking for 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, ensuring they receive excellent service and support. This role involves providing telephone and email support, logging and prioritizing calls, and ensuring the CRM system is updated in a timely manner.

Key Responsibilities

  • Provide telephone and email support to external customers and colleagues
  • Log, prioritize, and act on calls via the CRM system
  • Ensure the CRM system is updated in a timely manner
  • Identify trends and critical issues and escalate them to other team members or management
  • Be proactive in identifying areas for improvement and bring ideas to the attention of relevant people
  • Document software features and business processes for use as knowledge base articles or customer fact sheets

Requirements

  • Experience in 1st Line Support or Server Support role
  • Fast learner
  • Knowledge of SQL Server, Server 2003 and 2008, and Terminal Services (RDP)
  • Windows server shares and permissions
  • Windows networking troubleshooting including Firewalls, DNS, DHCP & TCP/IP
  • Excellent customer service skills and confidence on the phone
  • Enthusiasm for technical challenges
  • Strong desire to learn and explore new areas of technology
  • Patient mind for troubleshooting under pressure

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, but not limited to, 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.

Point of Rental Software is an Equal Employment Opportunity employer and does 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.