Xperience helps SMEs unlock the full potential of their business using Digital Solutions, built with Xperience.
Our industry experts get to know our client’s business inside and out, exploring processes, pain points and people, to build tailored technology across Cloud & IT Services, Cyber Security, CRM, and ERP.
With solutions designed around client operations, we provide the freedom to be more productive and focus on what is important for your business – without getting side tracked by the admin. At Xperience, we create digital solutions with the power to improve and protect your business, both now and in the future.
Our people are what make us different. They are the primary reason our clients recommend us. Their unique skills and infectious energy help our clients focus on what matters most. Our people actively engage with clients using a collaborative style that prioritises teamwork and trust.
As a rapidly growing business, we look for people who share our values (of integrity, collaboration, ambition and success) to come on our growth journey with us, and create an amazing career #BuiltwithXperience
The Role
We are undergoing an exciting time in our evolution and now seek an ambitious and driven Business Applications Support Technician (BC). 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.
Essential:
1 year’s previous experience in an internal or external facing support teamworking with one or more of the products we support (Sage CRM, InforCRM/SLX, DynamicsCRM, ACT!)
Previous hands-on experience with ticket management systems
Previous experience of working as part of a team
GCSE Maths and English at Grade C or above(or equivalent)
Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence)
Desirable:
Professional IT Certifications, i.e., ITIL Foundation
Relevant Sage accreditations/Microsoft qualifications
Key Responsibilities:
Deliver a high level of customer satisfaction for support incidents received through our helpdesk, email, or telephone.
Perform investigation and provide application/technical support to both internal and external stakeholders.
Work to deliver on Service Level Agreements and ensuring that all support incidents are accurately recorded.
Use the helpdesk management system to ensure that all tickets are correctly logged and that both internal and external stakeholders receive regular updates.
Work 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.
Refer client requests for advice & consultation to MIT team and Commercial teams.
Take responsibility for one’s own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved.
Collaborate with peers and other areas of the business to increase internal product and service knowledge.
Work with the One Xperience strategy in mind at all times.
Benefits Package (*subject to specific contract terms):
Private Medical Insurance on completion of probationary period for you, with option to add spouse and children and reduced cost*
Salary Sacrifice Pension Scheme,3% ER,5% EE contributions
Generous 30-Day Annual Holiday Entitlement (Jan-Dec)
8 Public Holidays
Additional Guaranteed Birthday Leave- 1 Day
Volunteering Day per year to support an Xperience chosen charity, or a charity of your choice
Enhanced Sick Pay on completion of probationary period
Bereavement Leave Policy
Enhanced Parental Leave Policy
Wellbeing Benefits (Mental Health Support, Flu Vaccinations etc)
Long Service Awards commencing from 1 years’ service
Monthly/ Annual Recognition Awards
36.25 hours working week
Salary Sacrifice Cycle to Work Scheme*
Salary Sacrifice EV Scheme coming soon*
Employee Referral Bonus of £1500 per hire
Discounted IT Purchase Scheme
Company Funded Social Events
Easily accessible and free car parking*
Competencies:
Communication
Conveys information and ideas clearly and respectfully. Listens to others and values different opinions. Respect confidentiality
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.
Client and Commercial Focus
Is focused on understanding the clients’ needs and is driven to fulfil them. Strives to consistently meet service standards.
Xperience is an equal opportunities employer.
Apply To This Job