Support Consultant

The primary purpose of the role is to analyse and resolve queries/problems that are raised by customers of Origin Software.

Key Duties & Responsibilities

Duties will be:

• To provide the highest level of customer assistance giving advice and guidance on all issues, dealt with in accordance with the Support Code of Practice and Maintenance contracts. Measured through productivity, closure rates and customer satisfaction
• Manage assigned Incidents effectively and efficiently in accordance with Support processes and procedures
• Keep customer information systems (Jira Service Desk) up to date with all incidents and any other relevant customer contact activity
• Share information with other team members on key trends and new issues, responding quickly to requests for assistance
• Provide regular updates to knowledgebase ensuring information gathered is relevant and informative
• Review functionality changes to the product proposed by the product management and delivery departments

• Software application support
• Good general knowledge of Information Technology
• Working knowledge of SQL (PL/SQL preferred)
• Good knowledge of general Oracle systems, training will be provided on the specific systems being used although an understanding of Oracle support would be beneficial
• Ability to prioritise and manage work in a customer focused environment, working to stringent SLA’s
• Ability to work with others as part of a team
• Excellent communication skills particularly with customer representatives in writing and verbally
• Ability to both shape, enhance and follow standard procedures
• A good understanding of ITIL and applying this framework to the working environment

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 (FTE)
• 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 selection of flexible benefits to suit your individual needs
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

OTHER INFORMATION

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. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

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.

Who We Are:

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.