Support Engineer
| Location: | Harpenden |
|---|---|
| Term: | Permanent (Full time) |
| Salary: | £Dep on exp |
| Reference No: | ARHMSEFP |
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 their flagship products
• You will respond to enquiries from their 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. On occasion, you may be required to visit customer’s offices to deliver services on a face-to-face basis.
• 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 their clients 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 you may be required to work shifts providing 24 hour support cover.
• Your team will be part of a larger group of support staff and you will have the opportunity to cross-train and support the wider range of business applications supplied.
Skill requirements
• Experience of working with IIS and Microsoft SQL Server applications
• Good understanding of business processes
• Minimum of 1 years’ experience within a support environment
• Effective communication via telephone and email
• Effective customer service skills
• Experience of MS SQL Server scripting and the delivery of data fixes is highly desirable
• High level of IT literacy
• Some knowledge of ASP.net would be desirable
• The ability to plan and self-organise
• The ability to share knowledge with team members to improve overall effectiveness
• Self-development
Benefits
• 22 days holiday per annum with incremental entitlement to 27 days with 5 years’ service
• Healthcare scheme
• Matched contribution pension scheme
• Life cover
• Great premises & working environment in Harpenden, Herts
• Salary range negotiable dependant on skill sets and experience
• Performance related bonus