Description
:
1st Line Support Consultant
Uniware Systems is EPoS and Payment provider with over 25 years of experience in providing solutions to support of the catering and retail sectors. Clients include Retailers, Oxbridge Colleges, Universities, Financial Services Hospitality, Stadia and Blue-Chip businesses across the UK. Uniware offer the entire range of business services needed for an efficient EPoS and Payments estate.
Uniware is passionate about providing EPoS & Payment solutions that enable clients to maximise revenue, improve customer loyalty and increase footfall within their hospitality & retail businesses.
Our success relies on being focused on how our customers view their experience whilst using our solutions. We work diligently through a process of continual review to ensure we satisfy requirements and maintain our place as market leaders in our specialist services.
POSITION:
We are seeking to appoint a 1st Line Support Consultant for an exciting role within our busy Customer Support department.
To work as part of a team delivering a first class, professional customer service in a 1st line support position. To use sound judgment and take decisions within established procedures for each service request including logging, processing and follow-up, adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction.
JOB RESPONSIBILITIES
The role itself is very varied and will entail:
1. Logging and progressing 1st line Support Calls
2. Follow up “customer care” calls
3. Promote the latest products and services to the customer base
4. Logging calls from emails onto the support desk system
5. Maintaining remote access/support documents and customer records on CRM
6. Set, maintain and exceed customer service standards
7. To encourage feedback on services provided and recognize the changing needs of the service, and make recommendations to your line manager for service improvements
8. To progress all outstanding calls and ensure they are resolved within the relevant time scales
JOB QUALIFICATIONS:
Although experience in an IT setting is not essential (as full training will be given) an understanding and interest, particularly in software, would be a distinct advantage.
Previous experience of face-to-face or telephone-based customer service is desired.
Your Personal Characteristics will include:
9. Excellent communication skills, particularly over the telephone, with the ability to
10. explain issues clearly and simply, both orally and in writing
11. An ability to build a rapport with customers
12. Logical and analytical, with a methodical approach to problem-solving
13. Solution-focused, with ability to prioritize
14. Persistent and resilient under pressure, with a good sense of humor
15. Accurate, with high attention to detail
16. Good team player, yet willing to take personal responsibility for issues
17. Self-motivated, resourceful and keen to learn and share knowledge
18. Enthusiastic, motivated, empathetic and professional
19. Flexible and hard working approach
20. Excellent administrative and organizational skills
21. Able to manage multiple tasks
22. Able to follow process and procedures
23. Able to be patient, tolerant and problem-solve accordingly
Salary will be commensurate with experience and job responsibilities. We offer excellent benefits.
Only candidates who are eligible to live and work in the UK need apply.
Business Unit:
Uniware
Scheduled Weekly Hours:
37.5
Number of Openings Available:
1
Worker Type:
Regular
Career Site:
More About Jonas Software:
Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.
Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.
Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.
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