AddressVacancy:Business Applications Support Technician (CRM)
Reference: BAST/PB/LSB/01/2024
Date:01/03/2024
Contract: Permanent
Hours of Work:Full Time (36.25 hours per week, Monday to Friday )
Reporting to:Service Delivery Manager
Salary: Up to £26,000 per annum
Location: Hybrid working between home and one of our UK offices: Lisburn (Northern Ireland) or Peterborough (Cambridgeshire)
At 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. That’s why we’ve got over 1,400 clients who are more efficient, more productive and more profitable just because they work with us. And, it’s why 95% of our clients say they would recommend us. But really, it’s our people that make the difference at Xperience. They have the expertise and ambition to 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.
About the role
We are undergoing an exciting time in our evolution and now seek an ambitious and driven Business Applications Support Technician. Joining an established Business Applications Support Team, you will gain experience and training in the delivery of best-in-class ERP/CRM application support to our growing customer base.
Developing skills and knowledge across a variety of CRM applications such as ACT! InforCRM, Sage CRM and DynamicsCRM, whilst being the first point of call for all customer queries.
What you’ll be getting up to on a day-to-day basis:
- Delivering a high level of customer satisfaction for support incidents received through our helpdesk, email, or telephone
- Performing investigation and provide application/technical support to both internal and external stakeholders
- Working to deliver on Service Level Agreements and ensuring that all support incidents are accurately recorded
- Using the helpdesk management system to ensure that all tickets are correctly logged and that both internal and external stakeholders receive regular updates
- Working with the wider Business Applications Consultant Team in the smooth handover of clients and projects to the support team, ensuring a successful client onboarding experience whilst developing knowledge of client specific system modifications
- Where required, escalate incidents, ensuring high levels of customer care.
- Referring client requests for advice & consultation to MIT team and Commercial teams.
- Taking responsibility for one’s own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved
- Collaborating with peers and other areas of the business to increase internal product and service knowledge.
Person Specification
Essential Criteria:
- 1 year’s previous experience in an internal or external facing support team working with one or more of the products we support (Sage CRM, InforCRM/SLX, DynamicsCRM, ACT!)
- Able to evidence strong communication skills and proficiency in English language, both verbal and written
- Previous hands-on experience with ticket management systems
- Previous experience of working as part of a team
- Strong communication skills with the ability to communicate with internal and external stakeholders
- Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence)
Desirable Criteria:
- Professional IT Certifications, i.e., ITIL Foundation
- Relevant Sage accreditations/Microsoft qualifications
- Previous experience in an IT/Professional Services organisation
Benefits Package:
- 30 days annual leave plus 8 bank holidays
- 1 additional day’s leave for your birthday
- Employer pension contribution
- Hybrid working
- Cycle to Work Scheme
- IT Purchase Scheme
- Access to Skillsoft Learning and Development Platform
- Employee Assistance Programme
- Referral Bonus Scheme of up to £1,500 when you successfully refer a friend
*T&Cs apply based on contract
Application Process:
To apply, candidates must submit a fully completed application form. CVs and covering letters will not be considered and should not be submitted. Click the ‘Apply Now’ button below to begin the application process.
Please note that we reserve the right to close the vacancy before the listed closing date, when we are in receipt of sufficient applications. Should you wish to apply for this post, you are advised to complete and submit your application as soon as possible.
Competencies required for role:
Teamwork and Collaboration
Shares knowledge and works across departments and locations, working co-operatively and supportively with colleagues.
Results Focused/Problem Solving
Prioritizes tasks, overcomes obstacles, and accepts ownership of work assigned. Owns actions that deliver results.
Developing Yourself & Others
A 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.
Job Types: Full-time, Permanent
Salary: £22,000.00-£26,000.00 per year
Benefits:
- Additional leave
- Company pension
- Cycle to work scheme
- Free flu jabs
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Referral programme
- Work from home
Schedule:
- Monday to Friday
Work Location: Hybrid remote in Lynch Wood Peterborough Cambridgeshire, PE2 6QR
