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Software Support Technician

Employer
National Milk Records PLC
Location
Site based at Harrogate
Salary
£20,475.00 per annum
Closing date
11 Aug 2022

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Job Details

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.

Company

About Us

It’s an amazing time for you to join the NMR team as we continue to enhance and progress our business. Since its formation in 1997 and subsequent flotation in 2006 as a plc, NMR has grown and developed into an integrated service provider, working for farmers and milk buyers, as well as being an independent source of data for advisors including vets, farm consultants and breed societies. Our Strategic Plan and Core Values are embedded in our organisation and are the framework of the daily activity. The NMR Group today is structured around four revenue streams with the passion and investor support for growth:

  • Milk recording
  • Disease testing
  • Payment testing
  • Genomic testing

Working for us

Working at NMR is so much more than just a job! We offer a wide range of career opportunities, particularly to those who are attracted to the ever-changing and modernising farming industry.  Our teams are dedicated in providing high levels of value and customer service. We do this by both retaining our existing experienced people and by attracting and developing the next generation people.  As an employer, we are committed to providing opportunities to:

  • Maximise your potential contribution to the business
  • Be involved at every level within the business
  • Undertake personal and professional development
  • Consistently receive a good employee experience
  • And without doubt, you’ll be part of a caring, welcoming, and friendly team, who have the ability to make a real difference.

Our Values

We pride ourselves on demonstrating our values of Can Do and Collaborative, Expert and Accountable, Open and Purposeful of which all make us Trusted

Our Benefits

We pride ourselves on looking after our people and we offer competitive benefits which include:

Annual Leave – 25 days’ holiday in addition to statutory days. After three years’ service, we give an additional day for people’s birthday.

Benefits Website – Available to all and is designed to save employees money.  The categories include; My Car,  My  Health,  My  Home,  My  Money,   My   Legal   Matters,   My   Lifestyle,   My   Shopping   and   My   Travel.  

Auto Enrolment Pension with employee contributions of up to 4.5% and company contributions of 4%. The pension scheme runs through salary sacrifice.

Group Life Assurance - Iif enrolled in the pension, people are also entitled to Life Assurance where a nominated beneficiary will receive a lump sum pay out, based on your basic salary in the event of your death whilst in service.

Making a Difference Award - Recognition scheme with the chance to thank or congratulate a  colleague for going the extra mile. Based on our new values. Each month a winner receives £150 in their salary.

Share Incentive Plan - A  monthly  plan  that  gives  the  option  to  buy  NMR  Partnership  Shares up to the value of £150 each month. The shares are purchased  from  pre-tax  salary,  giving  tax  savings  as  well  as  an  investment  plan.

Cycle to Work Scheme - Salary sacrifice  scheme  to  help  purchase  a  bicycle  from  Halfords  for  travelling to work. Payments are taken from salary before PAYE and NI over a 24-month period.

EAP - Programme with AVIVA offers information and support  on  a  wide  range  of  topics,  affecting  employees at  work  or  at  home,  with  the  aim  of  helping people lead and a maintain a healthy lifestyle. These services are free, confidential and easily accessible -  24  hours  a  day,  365  days  a  year. 

https://www.nmr.co.uk/about

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