Support Specialist - Tier 1

Point-of-Rental is an Elavon Payments Partner & Registered MSP/ISO of Elavon, inc; United Kingdom; Hybrid; GBP 25,000 - GBP 35,000; Full time

Job summary

A leading rental software provider in the UK is seeking a Hybrid Support Specialist - Tier 1 to provide application and business support to customers. This role involves delivering exceptional service through telephone and email support, logging calls in the CRM system, and documenting software features. Candidates should have experience in 1st Line Support, strong problem-solving abilities, and knowledge of SQL Server, along with excellent communication skills to thrive in a dynamic environment.

Qualifications

• Prior experience in 1st Line Support or Server Support is required.
• Excellent communication and customer service skills are essential.
• Knowledge of SQL Server and basic troubleshooting under pressure.

Responsibilities

• Provide telephone and email support to external customers.
• Log, prioritize and act on calls via the CRM system.
• Document software features and business processes.

Skills

English

German

SQL Server

Windows server shares and permissions

Network troubleshooting

Excellent customer service

Attention to detail

Tools

Salesforce

Crystal Reports

Job description

Overview

The Hybrid Support Specialist - Tier 1 provides application/business support to our customers. When the 1st Line Support Technician becomes an expert in the intricacies of our software and the hire/rental industry, there may be a potential progression opportunity to evolve into a 2nd Line Support Technician. You will have had prior business/application support experience supporting external customers and preferably exposure to some of the technologies involved with the software (listed in key skills) with an emphasis on SQL server/database admin, server and client operating systems, basic network troubleshooting and IIS.

Responsibilities

• Providing telephone and email support to external customers and colleagues, delivering an excellent level of service
• Logging, prioritising and acting on calls via the Point of Rental Software CRM system (Salesforce)
• Ensuring that the Point of Rental Software CRM (Salesforce) system is updated in a timely manner so that the status of logged calls can be monitored and problem reporting can be done effectively, including recording time taken to complete calls and details of actions performed to troubleshoot/resolve support calls
• Ensuring that all daily tasks are carried out according to agreed procedures and within SLAs
• Identifying trends and critical issues and escalating them to other team members or management as required
• Being proactive in identifying areas for improvement and bringing these ideas to the attention of the relevant people, and assisting in the development of the Service Desk procedures and knowledge base
• Documenting software features and business processes for use as knowledge base articles or customer fact sheets
• Treating all customers and colleagues with respect and demonstrating a commitment to the Point of Rental Software’s Equal Opportunities Policy
• Participating in testing of new releases of Syrinx products

Key Skills

• Languages: English and German (desirable)
• Experience in a 1st Line Support or Server Support role
• Fast learner
• Knowledge of SQL Server, Server 2003 and 2008 and Terminal Services (RDP) as well as PC/client operating systems is advantageous
• Windows server shares and permissions
• A successful track record in application support
• Windows networking troubleshooting including Firewalls, DNS, DHCP & TCP/IP
• A strong knowledge of Microsoft environments and proficient problem-solving skills
• Good customer service skills and confidence on the phone
• Enthusiasm for technical challenges
• A strong desire to learn and explore new areas of technology
• Patient mindset for troubleshooting under pressure
• Excellent communication and customer service skills
• Excellent attention to detail
• Able to follow processes
• Willingness to learn and develop skills

Desirable Skills

• IIS
• Crystal Reports
• SQL Server and a basic understanding of TSQL queries
• Accounting systems including, but not limited to, Sage Line 50, Sage 200, QuickBooks, Salesforce, Pegasus Opera, Exchequer and Access Dimensions
• Experience with mobile data devices
• Hire industry terminology and business concepts
• General business processes (accounting, purchasing, sales etc)

Please note that job descriptions cannot be exhaustive, and the post-holder may be required to undertake other duties, which are broadly in line with the above key responsibilities.

EPIC Core Values

• Empowering – We equip our teammates, customers, and communities to reach their full potential. We foster confident autonomy to resolve issues and discover new ideas by investing in continuing education, promoting an atmosphere of open questioning and active listening, and defining a wide boundary of trust.
• Principled – We are committed to creating an environment of authenticity, honesty, and openness. Our actions demonstrate conviction and purposeful intention in the way we interact with our teammates, customers, and communities.
• Innovative – We are trailblazers, committed to constant innovation in everything we do for our team, our customers, and our communities. We relentlessly strive to identify opportunities and surmount future challenges to ensure success.
• Caring – We authentically care about our teammates, customers, and communities. By supporting and mentoring them to be their best, we empower and encourage them to serve others with the goal of making the world a better place.