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Customer Support Consultant

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Job Summary

To deal with any support issues 1st line support cannot resolve, to assist other Departments with improving the product and to provide excellent customer service.

 

Main Responsibilities

  • Provide 2nd line Technical Support to IRIS customer base

  • Highlight any problems (bugs) to 3rd line Support/ Development / QA

  • Maintain and develop Technical knowledge in line with changing technology

  • Assist 1st  line support staff with queries/issues

  • Complete callbacks within designated timescales

  • Respond to incoming emails

  • Log details of all support actions in CRM system

    Key Relationships

    • Create and maintain effective working relationships – both internal and external
    • Develop oneself within the job role and identify training needs
    • Exchange information to solve problems and make decisions
    • Contribute to discussions to solve problems and make decisions
    • IRIS Group Employees
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       Experience

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        • Experience gained within a software helpdesk environment
        • Experience of working with payroll or accounts software
        • Payroll or Accounts knowledge
        • Customer Service experience


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           Competencies

      • Although the following skills would be welcome a good overall technical knowledge and an aptitude to learn are equally important.

         

        • Show high levels of professionalism and integrity and promote these behaviours in others

        • Demonstrate a positive/constructive attitude to work

        • Buy-in to agreed team, department and company decisions and objectives

        • Demonstrate a high level of personal commitment.

        • Help others and promote team working within and outside own team/department

        • Actively encourage and support high levels of innovation and creativity

        • Consistently try to achieve best possible result in own work and encourage this in others

        • Microsoft Access

        • Microsoft Excel

        • Customer Service skills – call handling etc.

        • Excellent knowledge (usage and technical) of IRIS SME payroll products

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Apply here

Closing date:
14 Jul 2017

Location:
Wigan

Salary:
On Application

Reference No.:
2378

Position type:
Permanent

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