Job Title: Software Support Analyst
Responsible for: N/A
Team: Support
Responsible to: Software Support Team lead
Company Overview
Ibcos Computers Ltd is the UK’s leading provider of Dealership Management Software to the Agricultural, Construction and Ground Care industries. We help Dealers manage all areas of their business operations from parts and service, through to sales and finance, with innovative solutions to achieve their business objectives.
Job Overview
Your role will be to learn the Gold Dealer Management System including areas such as Parts Management, Wholegood Inventory and Accounting functions. You will assist customers with their general use of the software, be proactive in problem solving, identify and report defects and create Knowledge Base articles for common processes.
You will be part of a team of software support analysts supporting our customer base throughout the UK, Ireland and South Africa. Customer support is via telephone, email and portal so good verbal and written communication is crucial for the role.
This role will suit someone who has a customer centric approach, can problem solve, enjoys learning software and is a teamplayer. A technical background may be an advantage but is not a prerequisite for the role.
Key Responsibilities
Provide telephone, email and portal software support to the customer base
Provide initial customer contact to gather additional information
Review and triage tickets based on first contacts
Resolve queries within your sphere of responsibility
Escalate more complex queries and issues to colleagues as required
Continually develop knowledge of the entire software system and keep up to date with newly released software
Work with other members of the Software Support team to achieve high standards of service and customer satisfaction
Contribute to continuous improvement of the support call management process
Identify underlying causes of recurring software issues
Strong in setting customer expectations and ability to handle basic complaints
Review existing and contribute new articles to the Knowledge Base
Become involved in ad-hoc tasks as required
Experience Required
Essential – Excellent and fluent English communication skills both verbal and written
Essential – Strong customer service skills and an excellent telephone manner
Essential – Strong analytical and problem-solving abilities, good attention to detail
Essential – Ability to communicate with and respect customers at all levels within a company
Essential – Collaborative approach and ability to work well with others both locally and via messaging tools
Desirable – Experience in working on a software support desk
Good to have but not essential – Exposure to or experience of accounts and finance functions in a business or academic environment
Good to have but not essential – Experience of ERP or POS systems
Good to have but not essential – Experience in the agricultural, construction or garden machinery industry would be an advantage
Suitable for someone who…
Enjoys building a rapport and communicating with customers, while delivering customer service excellence. A real can-do attitude. Works well within a team. Ability to work in a team to meet joint objectives and alone to meet individual responsibilities. Positive, confident, self-motivated, autonomous, and reliable.
Competencies
Customer Aware - I am able to relate to customers at all levels, I understand the commercial nature of the relationship with customers and treat all customers equally and with respect
Resilient - I handle work pressure well, working with a varied workload. I am adaptable and handle new or uncertain situations well
Analytical - I have strong research skills, with the ability to theorise. A great problem solver, taking clear and logical steps to reach a decision. I report my findings clearly
Good Communicator - I have great verbal and written skills. I listen to others, am approachable and open minded. I am open to and give feedback
Continuous Improvement - I am eager to acquire new knowledge and skills in order to perform my job more effectively
Positive - I convey an optimistic and confident approach to situations
Interested - I want to learn more about what I and the company does
Committed - I do what I say I’ll do; people can count on me
Respectful - I treat colleagues and customers with deference and respect
Collaborative - I work well with others to get the desired outcome
Diversity within the workplace
At Ibcos Computers we are pleased to say we create a diverse and inclusive work environment. We are an equal opportunity employer, and we actively encourage all individuals to express themselves and to achieve their full potential.
As a company, we continuously strive to outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, pregnancy, age, sexual orientation, and/or mental or physical disabilities.
If you have a disability, such as dyslexia or a medical condition which you believe may affect your performance during any aspect of our selection process, we will be happy to make reasonable adjustments to enable you to complete the process to your best ability.
What You Can Expect From Us
25 days’ annual leave (increasing with length of service) plus bank holidays
Annual salary reviews, based on individual performance
Enhanced Maternity and Paternity pay
Generous staff discount on F&B products
Access to our retail discounts platform
Employee Assistance Programme with 24/7 support
Private Medical Insurance with Family Cover
Health Cash Plan
Company Sick Pay
Purchase Holiday Scheme
Group Pension Scheme, matched by F&B
Life Assurance
Refer a Friend scheme
Cycle to Work scheme
Electric Vehicle scheme
Season Ticket Loans for travel