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Company Overview

Position Overview

Requirements:

• Take ownership of a variety of cases, including escalations, to ensure timely responses and resolutions.
• Utilise the internal GIS knowledge base to deliver consistent, high-quality answers to customers.
• Create new knowledge articles on topics where articles do not currently exist.
• Monitor support cases against SLAs, ensuring GIS meets its service commitments.
• Provide customer and management reports to support Key Account Managers in their customer-related activities.
• Support colleagues with their cases and/or testing.
• Actively learn about GIS products and services to stay up-to-date on new developments.
• Escalate critical customer incidents in line with GIS processes to optimise customer satisfaction.
• Build strong relationships with customers and Key Account Managers to support a 360-degree view of the customer.
• Actively participate in improving the usability and reliability of GIS products.
• Seek to become a Subject Matter Expert (SME) in key areas of support, document findings, and train team members accordingly.
• Train new or junior team members on qualified topics.
• Proactively contribute to continuous improvement, optimising the Salesforce platform for efficiency and improved customer experience.
• Manage internal requests for Salesforce support, including report writing, profile, or role issues.
• Scope, test, and deploy Salesforce improvements in line with the overall Salesforce strategy.
• Contribute to the success of the business and assist in improving the overall customer experience.
• Maintain personal competency and enhance professional growth and development through continuous training, education, conferences, and networking.

Essential skills and experience:

• Previous experience in providing customer support/service to clients.
• Experience in the industrial inkjet printing market.
• Experience with software systems used for customer support and case management such as Salesforce or equivalent software platforms
• Ability to build strong relationships with customers and internal colleagues.
• Proficient in using Windows PCs, with the ability to install software, check driver versions, collect crash dumps, and check specifications.
• Competence in Microsoft Office software.

Desirable skills and experience:

• Education to degree level, preferably in STEM topics.
• ITIL Service Delivery qualification.
• Understanding of Digital printing technology.
• Understanding of Colour Management.
• Basic understanding of electronics.
• Ability to use an Oscilloscope/DVM.
• Understanding of some software languages: C++, C#, Python.
• Additional spoken language proficiency.

Offer:

• Pension contributions.
• Private health insurance.
• 3 x Life insurance.
• Company-funded staff kitchen with snacks, chocolate, drinks, and fruit.
• Company-funded social events.
• Company-funded Charity Committee.
• 25 days of annual leave.
• Cycle-to-work scheme.
• Tastecard Membership