Senior Application Specialist

4 days ago

Ruddington, United Kingdom MHR Full time

As a family-owned business our people are central to our success, and following years of organic, consecutive growth, we’re looking for people who share our core values of sustainability, trust, collaboration, and innovation to drive us forwards.

Software never stays the same and neither do we. We want our people to be part of a progressive organisation, encouraged to embrace change and new ideas to shape our future development. Your input is vital, which is why we’re committed to personalised learning paths for every employee to help you, and us, grow.

Our goal is to make the world of work easier as a leader in the HR, payroll, finance, and integration solutions software and services industry. We’re proud to design and develop some of the best business solutions like iTrent and People First to support our customers’ people-related challenges across every vertical. 

Looking for the place where you can belong? Join MHR and help us shape the world of work. 


Overview:

The role of a Technical Support Specialist at MHR involves providing exceptional technical support to customers while promoting a positive image of the company. Key responsibilities include promptly addressing customer inquiries, triaging cases based on urgency and problem type, investigating and resolving technical issues using various resources, coordinating fixes for software defects, managing customer contacts and communication, creating and maintaining knowledge articles, and actively participating in continuous learning and development activities. The role requires strong technical expertise, effective communication skills, the ability to collaborate with colleagues, and a commitment to delivering excellent customer satisfaction.

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, prioritise them based on urgency and problem type, and categorise 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.


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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