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Job Description
OverviewThe 1st Line Support Technician provides application / business support to our customers. When the 1st Line Support Technician becomes an expert in the intricacies of our software and the hire / rental industry, there will be a potential progression opportunity to evolve into a 2nd Line Support Technician.
Responsibilities- Provide telephone and email support to external customers and colleagues, delivering excellent level of service.
- Log, prioritise and act on calls via the Point of Rental Software CRM system (Salesforce).
- Ensure that the Point of Rental Software CRM (Salesforce) system is updated in a timely manner so that the status of logged calls can be monitored, and problem reporting can be done effectively.
- Record time taken to complete calls and details of actions performed to troubleshoot / resolve support calls.
- Ensure that all daily tasks are carried out according to the agreed processes.
You will have prior business / application support experience supporting external customers and preferably exposure to some of the technologies involved with the software (listed in key skills) with an emphasis on SQL server / database admin, server and client operating system, basic network troubleshooting and IIS.
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