Support Analyst

inspHire is a market leader in the development and provision of rental software environments for a variety of sectors addressing single or multi-branch operations, as well as catering for organisations with 'point-of-sale' hire desks and warehouses.

• inspHire is a market leader in the development and provision of rental industry software
• Support Analyst role provides business-to-business software application support
• Working in a global team supporting inspHire products as well as databases and reporting tools
• Communicating via multiple media - phone, e-mail, chat
• Creating documentation and delivering customer training where required
• Hybrid role - 40% home and 60% office based, potential for limited travel to customer sites
• Covering support hours between 8am and 10pm on a rota basis

Your responsibilities include but are not exclusive to:

• Deliver a first-class service to our customers
• Answer questions and troubleshoot issues quickly and efficiently
• Provision of high-quality written & verbal updates to customers on a regular basis
• Correctly set the customers’ expectations
• Deliver on promises
• Take personal responsibility for every case ensuring a proactive approach to resolution and ensure all parties are kept updated
• Proactive management of assigned cases
• Maintain excellent quality of cases with detailed notes
• Always display a positive and can-do attitude o Identify solutions and preventative measures to improve the customer’s experience o Ensure all cases are progressed in line with InspHire SLA’s/SLO’s

Team Working:

• Proactively share knowledge, including creating knowledge documentation
• Help during times of leave/absence
• Share and deliver on service improvement opportunities
• Be curious to change, evolve and develop in ways that help us better serve our customers.

Skills, Knowledge and Experience:

Essential

• Good IT skills with demonstrable experience in a similar IT support role
• Knowledge of ERP or business IT systems
• Experience of supporting applications with MS SQL databases, including script/query writing
• Always display a "customer first" attitude  Ability to work under pressure in a fast-paced environment
• Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner
• Ability to troubleshoot effectively and strive for first time resolution of issues.

Desirable

• Knowledge of Crystal Reports
• Knowledge of Sage Accounting Solutions
• Appreciation for all products and services in the inspHire offering
• Experience in the Rentals industry

Equal Opportunities

KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.

If this role is of interest to you please apply online.

To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes.