2nd Line Support Consultant

Main responsibilities: 

To provide 2nd line support customers using our applications.  

• Deal directly with customers both electronically and on the phone  
• Provide 2nd level investigation support and resolution for customer queries and incidents  
• Account management 
• Keep detailed records of customers interactions and investigations 
• Monitor application system and security alerts 
• Use guides to recreate customer reported issues 
• Work across Teams within the business 
• Support during the roll-out of applications  

• Self-motivated and persistent with a desire to learn  
• Organised and able to demonstrate a logical and methodical approach; 
• Enjoys helping people;  
•  A good level of computer literacy  
• Good oral and written communication skills;  
• Exhibit empathy and patience during interactions with customers;  
• Ability to work independently and as part of a team.  

We are proud of the benefits we offer employees of NEC Software Solutions 

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/ sell 
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A fantastic selection of flexible benefits to suit your individual needs
• We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required. This role may require a higher clearance such as SC and NPPV +SC Clearance (or be able to apply for this level of clearance).

Who are we?

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.

We’d love your help. And we’ll support you all the way.