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Customer Support Lead

2 weeks ago

Wroughton, United Kingdom Harris Computer Full time

Rialtas Business Solutions, a Harris Computer company, are currently recruiting for a Customer Support Lead on a permanent basis for its market-leading accounting software business.

This is an important role within the business, and it provides an exciting opportunity to working alongside a dedicated and inclusive team.

**Position & Responsibilities**

In performing this role your core duties and responsibilities will include, but will not be limited to:

- Responding to customer enquiries and technical issues via remote support tools
- Assisting customers with downloading upgrades: enabling new functionality and features
- Documenting and maintaining accurate records associated with support
- Onboarding customers on to Rialtas suite
- Working cross-functionally to escalate and record software defects
- Assisting with the development and improvement of support processes and documentation
- Leading and prioritizing the Support team's workload, check tickets, distribute work amongst support team where required
- Developing and maintaining standard support procedures and other documentation as required to ensure the continued development of the support service
- Assisting in the development of the support function, for example implementation of customer support portal.
- Compiling and reviewing support metrics in order to implement best practice

**What we are looking for**
- Experience of Software/IT Support Desk
- Someone passionate about delivering exceptional customer service
- Someone computer literate in Microsoft Word, Excel, Microsoft Outlook, (strong Excel skills required)
- A willingness to embrace change and proactively seek ways to improve and drive change in our current set-up
- An ability to work well as an individual and as part of a team
- Experience of working in local government or in a software business would be both desirable and beneficial (but is not as essential requirement)

**About Us**
- Rialtas is the market leader in providing accounting and administrative solutions and services for local councils in England and Wales. Rialtas is proud to be part of the Harris Computer family, a provider of mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia, and Australia._

At Harris Computer, we strive to create a respectful and united environment where all members of our globally diverse community are empowered and have equitable opportunities to succeed.

**Benefits**

Harris offer an extremely competitive UK employee benefits programme. 5 Personal Days leave entitlement are granted over and above the standard 25 days holiday and bank holidays. Harris also offers all UK employees an annual Lifestyle Reward amounting £325.

**Job Types**: Full-time, Permanent

Pay: £30,000.00-£34,000.00 per year

Schedule:

- Day shift
- Monday to Friday

Work Location: In person