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Product Support Specialist Uk
2 weeks ago
For more than 30 years, ECI Software Solutions has been providing industry-specific, cloud-based business management software and services to small and medium-sized businesses. With divisions focused on manufacturing, wholesale/retail distribution, building and construction, and field service, ECI's solutions integrate into every aspect of a customers' business to help them level the playing field, run day-to-day operations more efficiently, and free them up to focus on what matters most. It’s how business gets done.
Who is ECI?
At ECI, our mission is to enable the entrepreneurial spirit of small and medium-sized business owners. But ECI doesn’t simply deliver amazing software solutions; we also have an award-winning company culture.
- We offer competitive benefits focused on employee well-being, including paid volunteer time off
- We have been named by Achievers on its prestigious 50 Most Engaged Companies To Work For list for the last five years.
- We have received international recognition for our high levels of employee engagement through Certification as a Great Place to Work four years in a row.
- Our culture of creativity, innovation, and leadership has garnered over a dozen International Business Awards (Stevie®).
Come join a worldwide team with a strong culture of inclusion, professional development, and collaboration.
Customer satisfaction is key to our success and ourUK based Customer Support Team are now looking for a technically minded customer service champion to join them as a Product Support Specialist.
Based from our UK Corporate Head Office in Lincoln, you will be supporting small to medium-sized entrepreneurial businesses using our ERP solutions across our manufacturing business verticals.
**Responsibilities include**:
- Assisting customers with understanding product functionality.
- Directing customers to available resources such as Online Help, Knowledge Base Articles, and customer training materials.
- Diagnosing software issues by reviewing software setups and configuration, system settings, data, etc.
- Assist our Cloud hosted customers with routine administrative tasks.
- Escalating suspected software defects to our Technical Support Specialists with well documented notes on troubleshooting performed.
- Route customer requests to the appropriate internal teams.
- Create, edit, and update Knowledge Base articles, training materials or other materials used to provide information and support to customers.
- Provide support for multiple product lines.
- Participate in continuous learning, product rollout sessions, and other internal training opportunities.
**We’re looking for someone who has**:
- Previous experience of a providing telephone-based customer support service - if this is in a software or technical environment even better
- A high-energy can-do attitude, with excellent decision making, analytical and customer service skills
- Great interpersonal skills and able to share relevant information effectively verbally and in writing
- Strong organizational skills with the ability to triage customer requests, handle multiple assignments, prioritize tasks, and meet demanding deadlines
- Good understanding of networks and IT infrastructure including network architecture and security
- Ability to provide user support on Windows x86 - 10, Linux and Mac operating systems
- Good Knowledge of MS SQL, SQL Server 2008 - 2016+
In addition to our competitive salary and award winning culture, we offer an excellent benefit package. We even offer our employees a day off to serve their community Our company core values are our “CODE”: Crave Greatness, Own the Outcome, Deliver Awesome and Embrace Community.
