Application Support Analyst

"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."

In this second line support role in our growing Global Ecommerce and Mobile Apps support team, you will be responsible for investigating, resolving and escalating incoming customer incidents and requests. The team provides support to our global customer base covering multiple time zones.

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 promise
    • 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.

Key Requirements:

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.
• Bachelor's Degree (or equivalent) in Computer Science or related discipline or suitable industry experience.
• A strong interest in Ecommerce, software applications and back-end systems.
• Ability to learn new skills quickly and adapt to complex systems.
• Some experience of Business software applications.
• Must be able to work under pressure
• Highly organized, detail-oriented, analytical and technically minded.
• A team player with excellent verbal and written communication skills
• Professional, punctual and goal-driven
• Previous experience working with online retail business and eCommerce systems support
• Experience working with SOAP requests and responses
• Ability to read php code for troubleshooting purposes
• Ability to effectively prioritise tasks

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.

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.