Job Description
At Xperience we deliver business efficiencies through Digital Transformation.
We put our clients at the heart of everything we do, helping them create better, faster processes, build stronger customer relationships, strengthen data security, accelerate profitability and position them for growth. That's why we've got over 1,100 clients who are more efficient, more productive and more profitable just because they work with us. And, it's why 95% of our clients say they would recommend us. But really, it's our people that make the difference at Xperience. They have the expertise and ambition to collaborate with our clients to guide them towards the optimum solution. Together as a team and through partnerships with world leaders in technology, we provide smart solutions that provide real digital transformation in businesses, including Cloud, ERP, CRM, Managed IT, and Cyber Security.
The Role
We are undergoing an exciting time in our evolution and now seek an ambitious and driven
Business Applications Trainee Technician
. Joining an established Business Applications Support Team, you will gain experience and training in the delivery of best-in-class ERP/CRM application support to our growing customer base.
Developing skills and knowledge across a variety of ERP/CRM applications such as Act, InforCRM, Sage 200 and MS Dynamics, whilst being the first point of call for all customer queries.
Essential
Job Requirements
* At least 1 years' experience in a customer service role.
* GCSE Maths and English at Grade C or above (or equivalent)
* Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence)
Desirable
* Level 3 qualification in Information Technology or related subject (or studying towards)
* At least 1 years' experience in an IT/Professional Services organisation
* Previous experience in an internal or external facing helpdesk support team
* Previous hands-on experience with ticket management systems e.g. Connectwise
Job Responsibilities
Key Responsibilities:
* Work to deliver on Service Level Agreements and ensuring that all support incidents are accurately recorded.
* Deliver a high level of customer satisfaction by acting as the primary point of contact for all new support incidents received through our helpdesk portal, email and telephone.
* Use the helpdesk management system to log tickets for internal and external stakeholders, where needed.
* Triage all new support requests by reviewing and modifying ticket subjects, priority, department, associated service level agreement and contractual requirements.
* Perform initial investigation and where required, escalate the incident to the wider Business Applications support team members, ensuring high levels of customer service.
* Refer client requests for advice & consultation to MIT team and Commercial teams.
* Take responsibility for one's own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved.
* Collaborate with peers and other areas of the business to increase internal product and service knowledge.
Job Benefits
Benefits Package (*subject to specific contract terms):
* Private Medical Insurance on completion of probationary period for you, with option to add spouse and children and reduced cost*
* Salary Sacrifice Pension Scheme, 5% ER, 3% EE contributions
* Death in Service Benefit x 3 time base salary from commencement of employment
* Generous 30 Day Annual Holiday Entitlement (Jan-Dec)
* 8 Public Holidays
* Additional Guaranteed Birthday Leave- 1 Day
* Volunteering Day per year to support an Xperience chosen charity, or a charity of your choice
* Enhanced Sick Pay on completion of probationary period
* Bereavement Leave Policy
* Enhanced Parental Leave Policy
* Wellbeing Benefits (Mental Health Support, Flu Vaccinations etc)
* Long Service Awards commencing from 1 years' service
* Monthly/ Annual Recognition Awards
* 36.25 hours working week
* Hybrid Working*
* Salary Sacrifice Cycle to Work Scheme*
* Salary Sacrifice EV Scheme coming soon*
* Employee Referral Bonus of £1500 per hire
* Discounted IT Purchase Scheme
* Company Funded Social Events
* Easily accessible and free car parking*
Competencies:
Communication
Conveys information and ideas clearly and respectfully. Listens to others and values different opinions. Respect confidentiality
Teamwork and Collaboration
Shares knowledge and works across departments and locations, working co-operatively and supportively with colleagues.
Results Focused/Problem Solving
Prioritizes tasks, overcomes obstacles, and accepts ownership of work assigned. Owns actions that deliver results.
Client and Commercial Focus
Is focused on understanding the clients' needs and is driven to fulfil them. Strives to consistently meet service standards.
Xperience is an equal opportunities employer.