Customer Support Specialist
Description
About Point of Rental…
As a leader in rental software, we uphold the highest standards through empowerment of our customers and employees, principled decision making, innovative products and strategies, and care for all we meet. Point of Rental is searching for an individual who exhibits these values and will be an ambassador of them in the field.
About the role…
The Customer Support Specialist provides application/business support to our customers. When the "CSS" becomes an expert in the intricacies of our software and the hire/rental industry, there will be a potential progression opportunity to evolve into a 1st Line Customer 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 O/S, basic network troubleshooting and IIS.
Performance
- Providing telephone and email support to external customers and colleagues providing 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. This includes recording time taken to complete calls and the details of actions performed to troubleshoot/resolve support calls
- Ensuring that all daily tasks are carried out according to the agree procedures and within SLA’s
- Identifying trends and critical issues and escalating them to other team members or management, as required
- To be proactive in identifying areas for improvement and bringing these ideas to the attention of the relevant people and to assist 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
- Experience in 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 all an advantage
- 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 have 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 mind for troubleshooting under pressure
- Excellent communication and customer service skills are essential
- Excellent attention to detail
- Able to follow processes
- Willingness to learn and develop skills
Advantageous Skills
- Relevant Languages: German, Dutch, French, Italian, Spanish & Portuguese
- 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)
Job Type: Full-Time, Base Salary. M-F, Day Shift.
POR is an Equal Employment Opportunity employer and does not discriminate in hiring or employment practices. All qualified applicants will receive consideration without regard to race, color, sex, religion, national origin, citizenship, military service, veteran status, disability, genetic information, age, and any other characteristic protected by federal, state, or local laws. POR is committed to providing equal opportunity for all and reasonable arrangements for individuals with disabilities in employment. To request any special arrangements, please contact Human Resources.