Customer Support Specialist

2 months ago

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

We're a leading provider of rental software, dedicated to empowering our customers and employees through principled decision making, innovative products, and a commitment to excellence. As a Customer Support Specialist, you'll be an ambassador of our values and play a critical role in delivering exceptional support to our customers.

About the Role

The Customer Support Specialist provides application/business support to our customers, leveraging their expertise to resolve technical issues and provide a seamless experience. With a strong focus on customer satisfaction, you'll work closely with our team to ensure timely resolution of support requests and continuous improvement of our software.

Key Responsibilities
  • Provide telephone and email support to external customers and colleagues, delivering an exceptional level of service
  • Log, prioritize, and act on calls via our CRM system, ensuring timely resolution and effective problem reporting
  • Ensure the CRM system is updated in a timely manner, allowing for accurate monitoring of support requests and problem reporting
  • Identify trends and critical issues, escalating them to other team members or management as required
  • Contribute to the development of Service Desk procedures and knowledge base articles, ensuring our support processes are efficient and effective
  • Treat all customers and colleagues with respect, demonstrating a commitment to our Equal Opportunities Policy
  • Participate in testing of new releases of our software, ensuring seamless integration and functionality
Requirements
  • Experience in 1st Line Support or Server Support role
  • Fast learner with a strong desire to learn and explore new areas of technology
  • Knowledge of SQL Server, Server 2003 and 2008, and Terminal Services (RDP) is an advantage
  • Windows server shares and permissions, Windows networking troubleshooting, and Firewalls, DNS, DHCP & TCP/IP
  • Excellent customer service skills, confidence on the phone, and a patient mind for troubleshooting under pressure
  • Excellent communication and customer service skills, attention to detail, and ability to follow processes
Advantageous Skills
  • Relevant languages: German, Dutch, French, Italian, Spanish & Portuguese
  • IIS, Crystal Reports, SQL Server, and 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
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.

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