Application Support Specialist
Location: Southampton, UK
About Us
Intact delivers perfect-fit software solutions that elevate the businesses of our customers. Powered by our customer-focused, collaborative and innovative team of Intacters, our software is used by more than 2,500 businesses worldwide.
Continuously innovating since 1992, our open and trusting environment has created lasting relationships. Intact's founders and many of our first team members are still a core part of the organisation. Intacters drive our culture and success and our goal is to inspire, support and help them to develop – and enjoy – their careers.
Intact was honoured in the Deloitte Fast 50 for the fourth year running in 2020. To stay future-focused, we are always looking for dynamic team players who are customer-focused and share our enthusiasm for technology. If this sounds like you, then come elevate your career at Intact.
Scope of Role
The rewarding career you are looking for is at Intact Software. If you love working with technology and like the variety of supporting customers and troubleshooting technical scenarios this might be the job for you.
This is an office-based role, located in Southampton.
Responsibilities
To provide high quality remote support to Intact IQ customers and troubleshooting technical issues.
- Front line support, troubleshooting and resolving IQ support cases via telephone, email and remote access.
- Back line investigative support where a more detailed analysis is required and escalating problems where necessary.
- Responding to customers in a timely and professional manner.
- Maintaining comprehensive case records on the CRM system – Microsoft Dynamics.
- Prioritising cases to ensure agreed SLAs are achieved.
- Documenting software defects and program changes for the software author, Intact.
- Testing and evaluating configuration and release changes.
- Applying configuration changes and fixes to a “live” environment.
- Upgrading sites with new releases and fixes.
- Supporting customer implementations and site “go-lives”.
- Provide training to customers and colleagues as required.
- To carry out any other support duties as the service requires
Experience
A person that has some of the following experience would be at a distinct advantage:
- Knowledge of IQ is not essential (training will be provided), but an ability to demonstrate a strong technical knowledge in at least one other ERP software package is an advantage.
- Experience working within a software support environment.
- Database and SQL skills are a distinct advantage.
Skills and Abilities
A person that has some of the following skills and abilities would be at a distinct advantage:
- Excellent written and verbal communication skills, with a confident telephone manner.
- Customer facing with good customer service skills.
- Committed to ensuring customer support issues are resolved within agreed time limits.
- Ability to communicate with customers at all levels of the organisation and with varying technical skills.
- Ability to manage & prioritise your own workload.
- A team player with the ability to work on your own initiative.
- Excellent analytical & problem-solving skills.
- Intact IQ is an organic product. Therefore, a willingness to keep up to date with system developments, and a desire to learn are essential.
- Willingness to accept ownership and see a problem through to resolution.
- Enjoy the challenge of a busy support helpdesk.
Benefits and Culture
Our perfect fit ethos extends to our Intacters, ensuring that our roles, environment, benefits and progression paths are geared toward their professional and personal development.
As noted, Intacters drive our culture. Our iSocial group organises a number of Intact social events and activities throughout the year, such as summer BBQs, golf outings, charity hikes and more.
In addition to a competitive salary and a robust social calendar, we offer a great range of benefits including:
Healthcare: Your health and well-being matter to us. Intact offers private healthcare to its employees.
Flexibility: Our flexible working plan helps Intacters to manage a better work-life balance.
Pension Plan: Intact contributes up to 3% of an Intacter's salary, helping them plan for the future.
Exercise Reimbursement: Whether it's a gym or a golf club membership, we support the efforts of Intacters to keep active.
Holidays: Intact offers 25 days of paid leave, plus all UK Bank Holidays
