What are we looking for?
You will have a strong customer-focused approach and be experienced in working in a support helpdesk environment with the ability to work calmly and efficiently. You will work independently and as part of a team ensuring required outputs for efficient and effective working are met whilst maintaining the required quality standards.
You will provide 2nd line technical support for our WMS solution. Covering all aspects of bespoke software for our client systems, you will successfully investigate, troubleshoot, and resolve service issues.
* A passion for delivering customer service excellence
* Hands on experience with SQL
* Oracle database experience
* Experience with ITSM tools such as Cherwell or ServiceNow
* Good interpersonal skills and enthusiasm to collaborate closely with colleagues
* Proactive and focused : taking initiative and a getting things done with a positive “can do” attitude
* The ability to troubleshoot and resolve WMS issues
* Analytical, organizational, and problem-solving skills, with a detail-oriented approach
* Ability and willingness to self-learn / develop product knowledge and technical skills (given suitable professional training)
* Understanding programming logic would be preferable
* Be highly motivated, with the self-discipline to manage workload and meet key deadline
About the role
TBA Group was established over 30 years ago; we’re award-winning and one of Europe’s leading software development companies for the intermodal and logistics companies. Through our innovative software, we produce market leading, large-scale, distribution and supply chain software products used by customers worldwide. The work we do is complex, challenging and rewarding and together with a relaxed, friendly atmosphere and a close-knit team, we believe we offer a unique working environment; our enviable staff retention rate speaks volumes about our ethos. It’s our aim for further substantial growth over the next 5 years and with our sights set on our ambition and there are opportunities for career advancement within our thriving, award-winning professional organisation.
Key Responsibilities
* Provide 2nd Line support directly to end-users and customers
* Troubleshoot and resolving escalated support calls and email enquiries from customers
* Visiting customer sites where necessary to support account reviews
* Work closely with colleagues across internal and external support teams where integration is required with other products and technologies
* Engage and consult with wider technical teams (software engineers, functional / tooling specialists, solution architect) as part of day-to-day work
* Carry out Incident analysis and investigation to find and address root cause
* Flagging repeat issues for problem investigation and resolution
* Create and maintain appropriate levels of documentation including via ticket updates
* Perform preventative maintenance as well as evaluating documented resolutions
* Supporting the training and development of the First Line team
You will receive
* Salary : Competitive
* 25 days annual leave plus UK bank holidays.
* Hybrid working policy
* Flexi-Time policy.
* Workplace pension.
* Private Health Care.
* Healthcare Cash Plan
* Employee Perks Scheme
* Ability to work in a different location other than home for up to 6 weeks a year
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