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Support Consultant

4 months ago

UK, UK, United Kingdom NEC Software Solutions Full time

Are you a Business Rates specialist looking for a career change that utilises your current skillset. We are currently looking for a Support Consultant with a background in Revenues, and in particular Business Rates.


You will be helping our clients resolve their software issues and enquiries. Building relationships with clients and delivering a first class customer experience. Your role can be home based, following a training period which will be in our Bracknell office.

It is more than just a support role, and you will be liaising closely with colleagues in the development and product teams. Using your experience to improve our software and drive customer satisfaction.


Ideally you will have a background in Revenues, with a focus on Business Rates, you might be an assessor or system administrator looking for a new role, that will maximise your existing skills. If you have NEC Revenues and Benefits system knowledge that would be an advantage.


In return, we offer a fun, diverse workplace with great benefits, excellent training plus some extra help if you need it. We care about your wellbeing so we even provide access to confidential services that offer financial advice and legal support to name but a few.


To work as part of the NEC Entitlements Team, resolving application issues raised on the application solutions and related software components. To ensure support issues are handled using ITIL best practice service processes in an efficient and effective manner.


To provide a good level of service to our customers and ensure that complex or sensitive support issues are dealt with in an appropriate manner. To liaise closely with Product and Development teams to improve customer satisfaction.



MAIN RESPONSIBILITIES:

  • Provide technical assistance, application support, usage advice and guidance to NEC customers
  • Demonstrate good in depth knowledge of application environments with an ability to pick up application support issues and working towards SLA’s
  • Understand the contractual commitments in place with customers and ensure incidents/problems are resolved within contracted SLA’s
  • Translate customer requirements to provide workarounds and fixes to a wide range of customer problems
  • Identify and develop opportunities for revenue generation through provision of additional services and solutions to customers.



Qualifications

ESSENTIAL SKILLS:

  • Extensive knowledge of Revenues and Benefits software
  • Good knowledge of Revenues Legislation, Council Tax and Non-Domestic Rates
  • Ability to recognise and prioritise urgent calls
  • Ability to manage an issue to conclusion, co-ordinating the skills of additional resources, or past experience, as required
  • Experience of working for/with the Public Sector
  • Good customer relationship skills


DESIREABLE SKILLS:

  • ITIL v3 Foundation certificate
  • Understand principles of software development within an ISO 9001 accredited environment
  • SQL Knowledge



Additional Information

Employees of NEC are entitled to the following Company funded benefits:

  • Single Private Medical Cover (with the option to select family cover at additional cost)
  • 25 days paid holiday with the option to buy/sell
  • 4 x basic salary life assurance over
  • A Group Pension Plan with fantastic employer contributions
  • A selection of tax efficient flexible benefits to suit your individual needs such as cycle to work scheme
  • The role offers a competitive salary


Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.


All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.


NEC is an equal opportunities employer, welcoming applications from all communities.