Recruitment Genius/Warrington, Cheshire, United Kingdom
This organisations innovative SaaS, Hosted and on premise IT solutions enable Sports & Entertainment venues, hotels & resorts, foodservice and restaurant chains to enhance customer satisfaction, increase workforce productivity and maximise profitability.
The Application Support Engineer is responsible for managing technical diagnosis of customer concerns and providing timely and accurate solutions. This position requires the employee to maintain a friendly and professional demeanour, despite tight deadlines, in resolving customer concerns. Cooperative and professional working relationships with co-workers, supervisors, and their customers are an on-going necessity. Acting as a central resource for both external customers and internal employees in order to best understand and respond to the unique needs of their customers. Applicant must be results driven and able to excel in a team environment.
Job Description:
The Software Support Specialist serves as the primary support contact for WMx (Workforce Management Applications) users and administrators. The primary responsibility of the position is to provide support via phone and email to troubleshoot user issues, technical problems, and integration with third party hardware and software- such as mobile devices, time clocks, payroll systems, and point of sale systems.
Responsibilities:
- Research software problems defined by customers and provide diagnosis and resolution.
- Coordinate with hardware vendors on diagnosis and resolution of hardware problems.
- Provide phone consultation with customers regarding system operational problems and/or system configuration.
- Accurately document all worked issues and detailed steps for resolution.
- Provide Solutions Engineers with assistance during installation processes.
- Keep abreast of software releases, new feature and functionality, and updated installation procedures.
- Ensure that timely updates are communicated to customers and management through ticket systems, emails, etc.
Qualifications:
- 1+ year of experience of customer service OR helpdesk OR software troubleshooting
- Familiarity with network concepts including TCP/IP and network infrastructure
- Proficiency in desktop applications (MS Office)
- Must be able to effectively communicate technical information to both technical and non-technical personnel.
- Excellent diagnostic and analytical skills.
- Experience with troubleshooting software environments utilizing SQL is a plus.
- Strong track record in cross-functional collaboration.
- Team oriented.
- Experience of Workforce Management Solutions such as Kronos etc.
- Experience of helpdesk systems such as Zoho etc.
Desired Characteristics:
- Associates Degree with a technology related emphasis or relevant work experience.
- 1+ year's in-depth knowledge of troubleshooting in a Windows Server environment.
- Proficiency in helpdesk ticketing.
- General understanding of database structures e.g., Microsoft / Sybase/ Oracle
- Strong knowledge of relational database OR Object oriented
- Customer service experience
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Employment Type: Permanent
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