Support Analyst - Nottingham, United Kingdom - Kerridge Commercial Systems

Description

inspHire is a market leader in the development and provision of rental software environments for a variety of sectors addressing single or multi-branch operations, as well as catering for organisations with 'point-of-sale' hire desks and warehouses.

inspHire is a market leader in the development and provision of rental industry software
Support Analyst role provides business-to-business software application support
Working in a global team supporting inspHire products as well as databases and reporting tools
Communicating via multiple media - phone, e-mail, chat
Creating documentation and delivering customer training where required
Hybrid role - 40% home and 60% office based, potential for limited travel to customer sites
Covering support hours between 8am and 10pm on a rota basis

Your responsibilities include but are not exclusive to:
Deliver a first-class service to our customers
Answer questions and troubleshoot issues quickly and efficiently
Provision of high-quality written & verbal updates to customers on a regular basis
Correctly set the customers' expectations
Deliver on promises
Take personal responsibility for every case ensuring a proactive approach to resolution and ensure all parties are kept updated
Proactive management of assigned cases
Maintain excellent quality of cases with detailed notes
Always display a positive and can-do attitude o Identify solutions and preventative measures to improve the customer's experience o Ensure all cases are progressed in line with InspHire SLA's/SLO's

Team Working:
Proactively share knowledge, including creating knowledge documentation
Help during times of leave/absence
Share and deliver on service improvement opportunities
Be curious to change, evolve and develop in ways that help us better serve our customers.

Skills, Knowledge and Experience:
Essential
Good IT skills with demonstrable experience in a similar IT support role
Knowledge of ERP or business IT systems
Experience of supporting applications with MS SQL databases, including script/query writing
Always display a "customer first" attitude  Ability to work under pressure in a fast-paced environment
Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner
Ability to troubleshoot effectively and strive for first time resolution of issues.
Desirable
Knowledge of Crystal Reports
Knowledge of Sage Accounting Solutions
Appreciation for all products and services in the inspHire offering
Experience in the Rentals industry
Equal Opportunities
KCS is proud to be an equal opportunity workplace and is an affirmative action employer.

We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.

If this role is of interest to you please apply online.

To all recruitment agencies:
KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes.