1st Line Technical Support Advisor
  Upto £15000 dependent on experience
  Rochester, Kent
  permanent,full-time

This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.


ABOUT US

Uniware is a global solution provider focused on the provision of enterprise level hosted EPoS, cashless payment & stock control solutions. Our core business is throughout the UK and EU. Uniware is an advanced IBM business partner and is accredited to ISO 9001, 27001 & ISO 14001.

We are passionate about developing new solutions in response to advances in technology and to meet the needs of existing and prospective clients.

Known for our quality of service and innovative approach, we regularly exceed client expectations, which has resulted in many ongoing referrals.

HOURS

40 hours per week – working within a 5 day on and 2 day off shift pattern between 7am and 7pm. At present this is Monday to Friday however this may change in the future to include other hours and weekends.
Also in time you will be part of our emergency telephone support out of hours telephone on call offering which you would be rewarded for.


OVERALL JOB PURPOSE

Adding strength to our highly capable support operation.

Acting as first level point of call for all incoming support from our existing client base via telephone, email, web and recording these events into our support database.

Managing Service Level Agreements and customer expectations during the progression of all calls assigned to Advisor.


PRINCIPAL ACTIVITIES

• Logging calls in support database (Salesforce) and assigning a priority level and service level agreement and managing customer expectation on time of resolution

• Problem solving support issues using own knowledge and support libraries

• Escalating calls to higher level of support organisation if answer is unknown or SLA is in danger of breach

• Arranging engineers to attend site with correct documentation

• Assist in carrying out Risk Assessments and Method Statements where needed

• Carry out quality testing of new software releases, following development guidelines.

• Participating in handover meetings from installation teams following installation of new systems

• Where required visit customer sites to resolve support calls and assist in Go Live days for new systems

• Identity card printing (Ucard card bureau service) and manage customer expectations

ESSENTIAL SKILLS

• A working knowledge of Microsoft desktop operating systems
• A good working knowledge of Microsoft desktop applications (Word, Outlook, Excel)
• Ability to monitor, control and undertake a variety of tasks simultaneously;
• Ability to work unsupervised and prioritise work – self-motivated;
• Attention to detail;
• Good written and spoken communication skills;
• Good inter-personal skills;
• To contribute to department planning as and when required;

DESIRABLE SKILLS

• Knowledge of retail or hospitality industry requirements, and other services and products.
• Epos or payments experience
• Knowledge of Computer and Networking technologies.
• Formal IT qualifications (GCSE or A-Level Information Technology)
• Any Microsoft certifications
• Any database or SQL experience
• Any experience of remote support products, VNC, remote desktop etc.


Any job offers made are subject to suitable vetting including criminal record checks & refernece checks.


Advertiser: Direct Employer

Reference: UWTS1

Posted on: 2017-02-17 08:48:01

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Rochester, Kent

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1st Line Technical Support Advisor
  Upto £15000 dependent on experience
  Rochester, Kent
  permanent,full-time

This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.


ABOUT US

Uniware is a global solution provider focused on the provision of enterprise level hosted EPoS, cashless payment & stock control solutions. Our core business is throughout the UK and EU. Uniware is an advanced IBM business partner and is accredited to ISO 9001, 27001 & ISO 14001.

We are passionate about developing new solutions in response to advances in technology and to meet the needs of existing and prospective clients.

Known for our quality of service and innovative approach, we regularly exceed client expectations, which has resulted in many ongoing referrals.

HOURS

40 hours per week – working within a 5 day on and 2 day off shift pattern between 7am and 7pm. At present this is Monday to Friday however this may change in the future to include other hours and weekends.
Also in time you will be part of our emergency telephone support out of hours telephone on call offering which you would be rewarded for.


OVERALL JOB PURPOSE

Adding strength to our highly capable support operation.

Acting as first level point of call for all incoming support from our existing client base via telephone, email, web and recording these events into our support database.

Managing Service Level Agreements and customer expectations during the progression of all calls assigned to Advisor.


PRINCIPAL ACTIVITIES

• Logging calls in support database (Salesforce) and assigning a priority level and service level agreement and managing customer expectation on time of resolution

• Problem solving support issues using own knowledge and support libraries

• Escalating calls to higher level of support organisation if answer is unknown or SLA is in danger of breach

• Arranging engineers to attend site with correct documentation

• Assist in carrying out Risk Assessments and Method Statements where needed

• Carry out quality testing of new software releases, following development guidelines.

• Participating in handover meetings from installation teams following installation of new systems

• Where required visit customer sites to resolve support calls and assist in Go Live days for new systems

• Identity card printing (Ucard card bureau service) and manage customer expectations

ESSENTIAL SKILLS

• A working knowledge of Microsoft desktop operating systems
• A good working knowledge of Microsoft desktop applications (Word, Outlook, Excel)
• Ability to monitor, control and undertake a variety of tasks simultaneously;
• Ability to work unsupervised and prioritise work – self-motivated;
• Attention to detail;
• Good written and spoken communication skills;
• Good inter-personal skills;
• To contribute to department planning as and when required;

DESIRABLE SKILLS

• Knowledge of retail or hospitality industry requirements, and other services and products.
• Epos or payments experience
• Knowledge of Computer and Networking technologies.
• Formal IT qualifications (GCSE or A-Level Information Technology)
• Any Microsoft certifications
• Any database or SQL experience
• Any experience of remote support products, VNC, remote desktop etc.


Any job offers made are subject to suitable vetting including criminal record checks & refernece checks.


Advertiser: Direct Employer

Reference: UWTS1

Posted on: 2017-02-17 08:48:01

I want to receive the latest job alerts for:

jobs in Rochester, Kent

By creating a job alert, you agree to our Terms . You can change your consent settings at any time by unsubscribing or as detailed in our terms.

Similar Jobs:

Electrical and Instrumentation Supervisor

  KHR - Recruitment Specialists

  Benefits

  Snodland, Kent

Finance Operations Supervisor

  Farrer Barnes Ltd

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  Sevenoaks, Kent

Scheduling Administrator/Service Coordinator

  Recruitment Solutions South East Ltd

  £25,000 + over time - up to £32,000

  Tunbridge Wells, Kent

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  Premier Work Support

  £24000 - £26000 per annum

  Swanscombe, Kent

Ocean Freight Export Supervisor

  Hays Specialist Recruitment Ltd

  £40000.0 - £41000.0 per annum + £40,000

  Aylesford, Tonbridge and Malling, Kent

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