Job Description:
1st Line Support Consultant
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:
Logging and progressing 1st line Support Calls
Follow up “customer care” calls
Promote the latest products and services to the customer base
Logging calls from emails onto the support desk system
Maintaining remote access/support documents and customer records on CRM
Set, maintain and exceed customer service standards
To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to your line manager for service improvements
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:
Excellent communication skills, particularly over the telephone, with the ability to explain issues clearly and simply, both orally and in writing
An ability to build a rapport with customers
Logical and analytical, with a methodical approach to problem-solving
Solution-focused, with ability to prioritise
Persistent and resilient under pressure, with a good sense of humor
Accurate, with high attention to detail
Good team player, yet willing to take personal responsibility for issues
Self-motivated, resourceful and keen to learn and share knowledge
Enthusiastic, motivated, empathetic and professional
Flexible and hard working approach
Excellent administrative and organisational skills
Able to manage multiple tasks
Able to follow process and procedures
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 Company Site:
https://www.uniware.co.uk/
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More About Jonas Software:
Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.
Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.
Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.
Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.
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