Software Support Specialist - William Martin : Job Details

Software Support Specialist

William Martin

Location: Remote

Salary:  £23,400 per annum + Benefits

Full Time

About Us 

William Martin, part of the wider SRC division, are at the forefront of revolutionising health and safety compliance solutions. With a mission to foster compliance, resilience, and success, we take pride in being the go-to partner for businesses navigating the complexities of regulatory landscapes.

Our dedicated team of professionals merges deep industry knowledge with cutting-edge tools, ensuring that our clients receive tailored support to meet and exceed compliance standards.

Join us in crafting a future where compliance is more than just a necessity; it's the bedrock of sustainable and flourishing businesses. William Martin Compliance is not just your safety partner but also your pathway to success.

About the role

The purpose of the Helpdesk is to ensure that our clients receive the best possible service from our dedicated software Helpdesk Team supporting our own in-house Property Risk and Compliance Management System. Reporting to the Helpdesk Manager you will be responsible for resolving Customer queries within the allotted SLA

Key Duties:

• Undertaking Helpdesk Duties consisting of but not limited to the following
• Monitor incoming requests through the Helpdesk channels, Email, telephone and chat.
• Respond to Helpdesk requests within the required SLA.
• Progress and resolve all tasks in line with Helpdesk procedures and SLAs
• Contribute to Team and Customer knowledge base
• Customer reports
• Data analysis
• System error investigation
• Testing new system functionality
  • Providing excellent Customer Service ensuring all Helpdesk tasks are completed to the Customer’s satisfaction.
  • Supporting our Clients’ software customisation and providing a knowledge base to their end users to enable maximum functionality.
  • Maintaining good communications at all times with your Team members and Colleagues within the business who utilise the support of the Helpdesk
  • Maintaining system competence by ensuring you remain up to date with changes and developments in system functionality, guidance and best practice support. 
  • Operating at all times to promote system knowledge, identify repetitive requests and investigating system errors.
  • Promoting and where possible identifying opportunities to improve the excellent service standards of William Martin Compliance.  
  • Exercising client cultural awareness and sensitivity.  
  • Attend meetings and training as required. 
  • AdHoc requests as suitable to your ability and required by the Heldpesk

What you will need

Personal Attributes

• Professional, competent able to communicate effectively.
• Organised and punctual with sound work ethics. 
• Honest, trustworthy and able to work with integrity.  
• Customer focused with excellent communication skills - listening, speaking and writing – able to build relationships with both Customers and Colleagues.
• Positive can-do attitude
• Able to relay knowledge to others
• Patient and able to remain calm in difficult situations

Essential

• Experience in a Customer facing Helpdesk
• Excellent IT skills and able to use Microsoft Office
• Excellent interpersonal skills. 
• Ability to work on own initiative and as part of a Team
• Pro-active approach to problem solving

Desired

• Knowledge of property management/facilities management. 
• Previous use of Meridian software
• Use of Helpdesk Ticket software

Why join us?

People are at the heart of everything we do. By putting people first, we invest more in developing them alongside creating career growth opportunities and advancement across the division. It is our priority to ensure our employees feel valued and inspired and we commit to supporting you every step of the way.

Our clients expect the best from us, and we expect the same from our colleagues. This is why we offer a wide range of fantastic benefits to support you in both your personal and professional life.

Benefits:

• 25 days annual leave plus bank holidays
• Contributory pension scheme
• Voluntary private medical
• Simply health care plan
• Gym and retail discounts
• Cycle to work scheme
• Quarterly charity days
• Religious holiday swap
• Employee assistance programme
• Life learning – online learning materials

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