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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/ Text 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. Is This You ? With over three decades of experience since its establishment in 1994, Uniware has been a leading provider of EPoS and Payment solutions to various markets and businesses. Throughout their journey, Uniware have continuously adapted their offerings to stay at the forefront of emerging innovations and technological advancements. Uniware is a fast-growing EPoS and payments software company, producing high-end software. Uniwares ambitious growth plans signifies their commitment to building a stronger brand presence in the UK and internationally. Uniware are proud to be part of the Living Wage movement as an accredited Living Wage Employer. This means that every member of staff earns not just the minimum wage but the real Living Wage, based on the cost of living in the UK.
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