Software Support Technician

The Role:

The Software Support Technician will be responsible for the effective handling of 1st and 2nd   line software support incidents and enquiries for the NMR Group of customers and staff. We can receive calls regarding any aspect of our software products or services and our main aim is to provide the best service possible to our customers.

From the moment you join us, you will benefit from a bespoke training and development program that will help you feel supported in your new role and to reach your full potential.

Incidents and enquiries will be via various channels to include telephone, email or written. All incidents and enquiries must be handled in a professional and efficient customer focused timely manner. This role is varied and will also incorporate general customer services calls and administration tasks. All details of the incident or enquiry must be logged on the NMR Customer Relationship Management system (CRM) system providing first time fixes where possible to maintain an accurate account of what has been agreed and ensuring that required colleagues are made aware for follow up actions if required.

Essential Key Skills:

  • An ability to network and communicate with a wide range of staff and customers.
  • Knowledge of the dairy industry and dairy software products is preferable but not essential.
  • A keen desire to continually learn new skills and develop in role.
  • Empathy, patience and mental agility to mentor and train others.
  • Organisational skills and effective time management.

Key Responsibilities:

  • To be responsible for the support of all key National Milk Records (NMR) software products.
  • To ensure customer support is of the highest standard at all times.
  • To work effectively as part of the team and share best practice.
  • To manage own workload, recording all customer contact on CRM daily.
  • To provide training and support for customers on the use of NMR software both remotely and on site.
  • To provide out of hours support as per business needs.

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