Support Services Consultant (MIS)

Double First Ltd
Yeovil, UK
13 Jun 2019
18 Jun 2019
Contract Type
Full Time

To provide full support and remote training of Double First products to schools, ensuring excellence of customer service and adherence to the company's processes and systems.

To administer the company's support system.


Establish and maintain good relationships with clients during the course of day-to-day duties to ensure a long term commitment to Double First and its products.

Take inbound customer support cases and assume responsibility for following up, ensuring that all problems are provided with a solution.

Ensure all support cases, user suggestions and bug reports are accurately recorded using the company's support systems.

Manage personal workload ensuring that all outstanding support cases meet defined procedures and SLAs. Escalate calls that will breach SLAs or might be otherwise problematic according to the escalation procedure.

Support colleagues and share department workload and knowledge.

Maintain knowledge of Double First software and undertake ongoing training and development of personal skills.

Essential Role requirements
  • Excellent IT literacy with sound working knowledge of MS Office products
  • Able to handle multiple tasks simultaneously, flexibly, under pressure, including a mix of own projects and management
  • Excellent customer service abilities and instincts
  • Good team worker
  • Excellent coaching skills
  • Ability to influence peers and internal staff
  • Clean driving licence and ability to drive cars in the UK and overseas to visit clients as required
  • Proven positive experience of working in a similar IT support role
  • Ability to work with flexible hours to cover the 3 separate shift patterns on rotation at Double First
  • Capacity to work on Sundays on a rota system with other staff

Desirable Role requirements
  • Basic Knowledge of working with MS SQL and using Crystal Reports and Stimulsoft
  • Sound working knowledge of Engage, Double First Accounts and Payroll
  • Sound understanding and practical experience of accounting practice
  • Ability to travel overseas as required to visit international clients and company offices

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