Support Engineer
| Location: | Stratford St Mary |
|---|---|
| Term: | Permanent (Full time) |
| Salary: | £Dep on exp |
| Reference No: | ARHMSUPPENG |
My client - a Financial Software Provider of the Year winner, is the UK’s largest independent provider of business and accounting software to the mid-market. An ISO 9000 company, their software is accredited by the ICAEW and the Inland Revenue. It is in daily use by more than 10,000 customers worldwide.
The Role
• You will provide telephone and remote support for Accounting software products.
• You will respond to enquiries from customers received by telephone, email and other media, and you will be offering solutions in an efficient and pleasant way whilst maintaining high levels of professionalism and confidentiality. Sometimes more detailed investigations will require you to work with other members of the team to identify and resolve problems.
• You will be part of a highly skilled team of support professionals that have a focused approach to delivering exceptional customer service. You will handle every support situation in the same way that you would expect if it were you calling in for assistance, plus a little more. Customer retention is one of the biggest drivers to the success of our client and this success is reliant on your professional approach.
• You will work within a small team of professionals whose primary aim is to support the products and may be required to work shifts providing 24 hour support cover.
• Your team will be part of a larger group of support staff who cover the wider range of business applications supplied by our client. You will initially be focussed on supporting their Dimensions accounting application but in time will have the opportunity to cross-train to support one or more of their other applications.
Skill requirements
• Knowledge of relational databases & ODBC linking desired
• Experience with SQL scripting essential, knowledge of views and triggers desired
• Accomplished user of Microsoft Office
• Very IT literate
• Understanding of day to day business processes
• Basic understanding of accountancy or bookkeeping desired
• Effective communication via telephone, email and letter
• Effective customer service skills
• The ability to plan and self-organise
• The ability to share knowledge with team members to improve overall effectiveness
Benefits
• 22 days holiday per annum with incremental entitlement with service rising to a max of 27 days
• Pension scheme – 5% on a matched basis / 10% for sales staff
• Death in Service Insurance 4 x base salary
• Healthcare scheme
• Fantastic premises & working environment
• Free car parking on site (with the exception of Harpenden and London)
• Enhanced maternity pay
• Enhanced paternity pay
• Childcare voucher scheme
• Various staff benefits initiatives such as cycle to work scheme, flextra holiday buy and sell.
• Annual staff days at locations such as Newmarket and company socials quarterly