At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work." inspHire is a market leader in the development and provision of rental industry software Support Analyst role provides business-to-business software application support Working in a global team supporting inspHire products as well as databases and reporting tools Communicating via multiple media – phone, e-mail, chat Creating documentation and delivering customer training where required Hybrid role – 40% home and 60% office based, potential for limited travel to customer sites Covering support hours between 8am and 10pm on a rota basis Key Responsibilities: Your responsibilities include but are not exclusive to: Deliver a first-class service to our customers Answer questions and troubleshoot issues quickly and efficiently Provision of high-quality written & verbal updates to customers on a regular basis Correctly set the customers’ expectations Deliver on promises Take personal responsibility for every case ensuring a proactive approach to resolution and ensure all parties are kept updated Proactive management of assigned cases Maintain excellent quality of cases with detailed notes Always display a positive and can-do attitude Identify solutions and preventative measures to improve the customer’s experience Ensure all cases are progressed in line with InspHire SLA’s/SLO’s Team Working: proactively share knowledge, including creating knowledge documentation help during times of leave/absence share and deliver on service improvement opportunities Be curious to change, evolve and develop in ways that help us better serve our customers. Skills, Knowledge and Experience : Essential Good IT skills with demonstrable experience in a similar IT support role Knowledge of ERP or business IT systems Experience of supporting applications with MS SQL databases, including script/query writing Always display a “customer first" attitude Ability to work under pressure in a fast-paced environment Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner Ability to troubleshoot effectively and strive for first time resolution of issues. Desirable Knowledge of Crystal Reports Knowledge of Sage Accounting Solutions Appreciation for all products and services in the inspHire offering Experience in the Rentals industry Company Info inspHire is a business within the Kerridge Commercial Systems Group (KCS) and boasts global recognition as a specialist software provider; delivering fully integrated trading and business management solutions to companies in the rental industry – wherever they are in the world. With a unique depth of knowledge and experience in the rental industry, inspHire has a wide range of clients who rent, sell and service construction equipment and audio-visual and event products. Our pedigree has helped us develop state-of-the-art solutions, including two cloud subscription products, OnRent and Current RMS, which take our customers into a new era of flexible, scalable and readily available trading - wherever and however they work. Equal Opportunities KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted. If this role is of interest to you please apply online. Health and Safety The Health and Safety at Work Act 1974 puts a legal obligation on KCS as an employer to ensure, so far as is reasonably practicable, the health, safety and welfare of its employees at work. Employees also have a duty to take reasonable care for their own health and safety and of others who could be affected by their actions. Understanding the safety policies and co-operating with the arrangements that are in place is therefore an essential part of your employment. To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes. LI-Hybrid