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Fargo Systems Ltd are one of the UK’s leading software development companies for transport and logistic solutions. Our Enterprise software is used by more than 150 businesses including some blue-chip names and in more than 20 countries. Ambitious and friendly, we pride ourselves on happy customers and happy staff. We offer an exciting and challenging work environment out of our two national offices.
We have an exciting opening in our support department to join our expanding team in Ipswich, reporting to the Support Manager and Directors of Fargo Systems Ltd. This position is predominantly an office-based role.
To fill this role, we are looking for a friendly, solution driven and dynamic individual who is a fast learner with an analytical mind and a passion for great customer service.
Benefits:
In addition to your salary your benefits package will also include life insurance and will be further enhanced with our Employee Perk Package which includes a Childcare Voucher Scheme, a Cycle to Work incentive scheme, and many further shopping and travel discounts.
Working hours are negotiable, but mornings are required.
Salary will be subject to experience based on the below, and prorated based on the hours contracted.
Requirements:
Do you have experience in application software support or in the Transport, Logistics or Shipping industries? Are you passionate about software and problem solving? We are looking for a candidate with the following characteristics and skills
· A good telephone manner and the ability to build a relationship with customers
· A good attention to detail
· Detective qualities and a methodical mindset
· The initiative to ask peers for assistance to promote self learning.
Skills:
· Strong customer service skills
· Good communication skills; clear and confident telephone manner.
· Good written skills, ability to write clear and concise instructions/documentation
· Basic IT Literacy across Microsoft products (Windows, Office)
· Ability to work under pressure
· Ability to work on own or as part of a team
Preferred but not Essential
· Experience in the Transport and Logistics Industry
· Experience in IT Industry
Key Responsibilities:
1. First responder (take and log front line support calls and emails – Front of house)
2. Triage and escalate calls
3. Management of incoming calls & emails from customers requiring support or service
4. Capturing customer’s requirements
5. Offer product assistance and guidance to customers
6. Liaise with 2nd and 3rd line support to escalate calls.
Anticipated Candidate Profile:
An enthusiastic, hard-working individual living in or around the Greater Ipswich area. The successful applicant will be a fast learner and be able to talk to customers in a friendly and confident way. You will need to be methodical and well organised with a high attention level to detail. You will be confident with others and not be worried to share your opinion on how a challenge should be approached/resolved. You will have the desire to broaden your IT/Technical skillset to support your knowledge of our industry and our software products and have excellent written and oral English skills. Product training will be provided. You will be able to demonstrate the following key personal attributes:
· Maturity
· Confidence
· Perseverance
· Patience
· Good interpersonal skills
· Understanding
If you would like to join a successful, ambitious and friendly company and feel you have the necessary skills, energy and attitude for this role then please submit your CV with a covering letter