IT Software Support Analyst (CRM)

Job Description

Contract: Permanent Full-TimeReporting to: Business Solutions Support LeadLocation: Hybrid Working between home and our Peterborough officeSalary: £25k per annumAt Xperience we deliver business efficiencies through Digital Transformation.We put our clients at the heart of everything we do, helping them create better, faster processes, build stronger customer relationships, strengthen data security, accelerate profitability and position them for growth. Thats why weve got over 1,100 clientswho are more efficient, more productive and more profitable just because they work with us. And, its why 95% of our clients say they would recommend us. But really, its our people that make the difference at Xperience. They have the expertise and ambitionto collaborate with our clients to guide them towards the optimum solution. Together as a team and through partnerships with world leaders in technology, we provide smart solutions that provide real digital transformation in businesses, including Cloud, ERP,CRM, Managed IT, and Cyber Security.The RoleWe are undergoing an exciting time in our evolution and now seek an ambitious and driven Business Solutions Support Analyst. Joining an established Business Solutions Support Team, you will provide excellent Help Desk Support across our product portfolio, and specialise in CRM software, resulting in increased client retention andmaintaining our high client satisfaction ratings. The role will involve engaging regularly with our clients, owning the resolution of Help Desk incidents and working collaboratively with colleagues across the business to meet and exceed agreed SLA targets.Developing skills and knowledge across a variety of CRM applications such as InforCRM, Sage CRM and MS Dynamics, you will provide 2nd line technical support and solutions to our clients through our online helpdesk, telephone and by email.Key Responsibilities:

• Collaborate with colleagues across departments to ensure a smooth client experience when projects are completed and passed to Support

• Use the helpdesk management system to update tickets for internal and external stakeholders, and work to deliver on Service Level Agreements, ensuring that all support incidents are accurately recorded

• Collaborate with and support the Commercial Team to add more value to our clients in the areas of new business, account management and customer retention

• Collaborate with peers and other areas of the business to increase internal product and service knowledge

• Drive efficiencies whilst ensuring all clients score the business well in Help Desk Support. Uses judgement as to when the time is right to escalate to more experienced resources

• Manage effective vendor and partner relationships. Ticket escalations, maintain contact and relationships

• Proactively deliver ongoing client service improvement by engaging regularly with clients and be the escalation point for client issues either directly from the client or via the Client Account Managers queries

• Keep up to date with product developments externally both in terms of technology and the competition and evaluate them so that we understand potential threats and opportunities to our business

• Perform investigation and where required, escalate the incident, ensuring high levels of customer care

• Take responsibility for ones own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved

Essential:

• Previous hands-on experience with ticket management systems
• Experience in an internal or external facing helpdesk support team
• At least 1 years experience in CRM support
• Strong communication skills with the ability to communicate with internal and external stakeholders
• Good working knowledge of SQL TSQL and Management Studio
• Permanent ability to live and work in the UK (Unfortunately we are unable to sponsor visas)

Desirable:

• At least 1 years experience in an IT/Professional Services organisation
• CRM accreditation (Infor CRM or Sage CRM) or willingness to work towards

Competencies required for role: Teamwork and CollaborationShares knowledge and works across departments and locations, working co-operatively and supportively with colleagues.Results Focused/Problem SolvingPrioritizes tasks, overcomes obstacles, and accepts ownership of work assigned. Owns actions that deliver results.Developing Yourself & OthersA quick learner who is able to acquire and apply new knowledge and skills whilst learning from experiences and mistakes.Xperience is an equal opportunities employer.

Keyskills :
Communication SkillsCRMCustomer ServiceSQLTechnical Support