Technical Support Consultant

4 weeks ago

United Kingdom Eque2 Ltd Full time

Who are Eque2?

Eque2 provides financial, contract management, and estimating software tailored for construction businesses, standing out as market leaders in our field. With a customer base exceeding 3,000 and experiencing rapid expansion, we operate from offices in both Maidenhead and Newcastle.


We are proud to announce that we've earned the "Great Place to Work" certification for two consecutive periods: April 2023 to April 2024, and now May 2024 to May 2025.


Position Summary

As a Miracle Technical Support Consultant, you will provide email and telephone Technical Support to Eque2 Customers and Business Partners on our market-leading Enterprise Payroll solution MiraclePay and associated modules, based on D365 Business Central. This is a varied and challenging role working within a small team of home-based workers. Hybrid-working from the Newcastle office.


This is a varied and challenging role working within a small team of mainly home-based workers. The position is offered as a Home-working role, Hybrid-working is also available for employees within commutable distance from our Newcastle or Maidenhead offices.


Please note: This role provides technical support to Eque2 customers and is not an IT infrastructure/Engineer role.


Required experience and Knowledge:

  • Provide prompt and courteous assistance to customers via email, phone, or ticketing system.
  • Diagnose and resolve software issues reported by customers by gathering relevant information, asking probing questions, and utilising troubleshooting techniques.
  • Log and track customer support requests in a ticketing system, ensuring accurate and up-to-date information is recorded.
  • Document and report software defects or inconsistencies to the appropriate development teams, providing detailed steps to reproduce the issues.
  • Identify and escalate complex or critical issues to higher-level support teams or developers, ensuring timely and effective resolution.


Must have - Skills and Attributes

  • Excellent written and verbal communication skills.
  • A strong customer service ethic and understanding of customer needs.
  • Ability to communicate with customers at a variety of levels.
  • Ability to manage and prioritise personal workload and demonstrate a proactive approach.
  • Strong analytical skills with the ability to troubleshoot effectively.
  • A proven team player who builds strong relationships with team-mates and rapport with aligned teams.


Must have - Experience and Knowledge

  • Must have 2 years + support experience with equivalent Payroll Solution or 2 years + end-user experience with MiraclePay or equivalent Payroll system.
  • An understanding of Payroll fundamentals and principles & business reporting requirements.


Advantageous

  • Support experience of different versions of NAV / BC preferred.
  • 1st Line and 2nd Line Support experience preferred.
  • Experience of BC / Nav or Payroll System Implementation Projects preferred.
  • End-user or support experience with HR Systems preferred.


What we offer

  • Generous salary and uncapped commission scheme
  • 25 days holidays and an additional day for your birthday off
  • 2 paid Volunteer days
  • Generous Pension
  • Enhanced Maternity Pay
  • Enhance Paternity Pay
  • Electric Vehicle Scheme
  • Cycle to Work scheme
  • Perk box – includes a wide range of incentives such as gym memberships and free online workout classes
  • Healthcare plan
  • Employee Assistance Programme (EAP)
  • Death in service


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