Senior Application Specialist

1 week ago

Ruddington, United Kingdom MHR Full time

Key Responsibilities:

Promote Positive Image: Serve as a primary ambassador of MHR, ensuring that every customer interaction reflects the company's commitment to excellence and customer satisfaction. First and Second-Level Support: Provide prompt and effective support to customers, addressing their technical issues with diligence and expertise. Case Triage and Categorisation: Assess incoming cases, prioritize them based on urgency and problem type, and categorize them accordingly for efficient handling. Issue Investigation and Resolution: Utilise various resources including Salesforce, knowledge articles, MHR test systems, customer system reviews, and SQL queries to investigate and resolve customer issues effectively. Defect Replication and Coordination: Replicate software defects, coordinate fixes with the development team, and ensure timely resolution of customer-reported issues.

Key Skills:

Attention to Detail: Ability to meticulously review and address technical issues to ensure accuracy and quality in service delivery. Customer Service: Exceptional skills in managing customer interactions and providing support that enhances customer satisfaction. Problem Solving: Strong analytical skills to diagnose and resolve complex technical problems effectively. 2nd or 3rd Line Support Experience: Experience in providing advanced technical support, including escalated cases that require deeper expertise and troubleshooting. Prioritising Tasks: Strong organisational skills to efficiently prioritise and manage multiple tasks, ensuring the most critical issues are addressed promptly. Supporting 1st Line Analysts: Ability to mentor and support 1st line analysts, providing guidance and assistance to ensure effective issue resolution. (Desirable)

Benefits to support you personally and professionally

Alongside the opportunity to work with an incredible team and express your individuality, we offer a range of personalised benefits including:

Access to over 60 internal training courses, professional qualifications, and cross-departmental mentoring and coaching programs 24/7 access to a GP through SmartHealth for you and your family, confidential mental health support, and paid sick leave Ability to purchase or sell additional holiday days beyond the standard 25 days and bank holidays Monthly employee recognition program and departmental awards Referral bonus scheme of up to £2, Employee-led social events such as running clubs, football teams, book clubs, and bake-offs On-site subsidised restaurants offering a variety of fresh meals daily Opt-in benefits schemes such as private medical insurance and dental coverage

We value the well-being, financial stability, and inclusivity of our employees, and strive to provide a supportive working environment.

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