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Vacancy at Kamarin Computers

Software Support Technician

Can you make a difference in a business with it’s eyes set on success? We’re aspiring for the Times Top 100 Companies – so what can you contribute? Join us on our journey and get in touch.

This is a great opportunity to join a growing, well established business and progress your career. Specialising in IT Support and the highest level of customer service, Kamarin are looking for an enthusiastic and knowledgeable Software Support Technician who is organised, trustworthy, reliable and passionate about making a difference within our organisation.

Software Support Technician

The Role:

In this role you’ll be an integral part of our award-winning software service team, effectively and efficiently dealing with issues, whilst maintaining our industry-leading SLA and embodying our company ethos.  You’ll be supporting our customers and partners on accounts integrated software applications developed in-house, primarily our EPOS, Stock Management and eCommerce solution.

Main Tasks:

  • Responding to incoming calls and Tickets into the helpdesk
  • Maintaining 1 hour response to all tickets
  • Aim to fix all calls within 8 hours
  • Customer updates and call management
  • Helpdesk information population and maintenance
  • Product and industry change investigation and communication
  • Continued development and training
  • Teamwork and collaboration
  • Ensure helpdesk ticket updates are details and concise
  • Ensure communication methods are correct
  • Respond to urgent calls with 15 minutes and escalation processes are followed
  • Supplier/ contractor liaison for tickets, issues and version updates
  • Attend team meetings
  • Follow lead logging for any customer / prospect leads generated
  • Call escalation within escalation procedures
  • Help sheet and KB knowledge base population
  • Perform remote installations and migrations when required
  • Perform emergency weekend support in line with the weekend working rota agreed at the start of the year with KC Support Manager

Responsibilities

  • Meet operational targets for response, resolution and updates
  • Continual training and improvements
  • Monitor and maintain supplier logs and updates
  • Helpdesk ticket management and logging
  • Ensure customers are continually updated with the required communication method
  • Follow complaint & escalation process / procedure
  • Customer information maintenance
  • Industry & Product awareness and effects
  • Team communication
  • Maintain Excellent communication and feedback
  • Excellent Customer service

Accountabilities

  • Excellent Customer service levels
  • Company Vision and Goals are communicated and maintained
  • Team & customer communication levels
  • Meet operational targets for response, resolution and updates
  • Excellent customer service & feedback
  • Data population and maintenance
  • Ticket logging and management

Qualifications

  • No formal qualifications required – You will be fully trained on the software you’ll support

Knowledge & Experience

  • At least one year’s IT helpdesk experience
  • A passion for continual development
  • Strong IT Skills

Behavioural Skills

  • Ability to multi-task
  • Excellent written and verbal communication skills
  • Accurate with attention to detail
  • Can work independently and in a team
  • Positive Thinker, flexible, pro active
  • Honest and empathetic towards customers and staff

Benefits of Joining Kamarin Computers

We believe our people are our most valuable asset and so we provide everything we can to keep you motivated and help you enjoy your working life. We offer great benefits for this role, including:

  • A competitive salary with excellent future earning potential
  • Excellent progression opportunities
  • Diverse training opportunities
  • 25 days’ annual holiday (plus Christmas break)
  • A company profit related bonus
  • Staff discount scheme, and more!
Apply Now

Company Ethos & Values

‘Best today. Better tomorrow.’ is our mission. We’re a passionate, trustworthy, forward thinking business who strives to achieve excellence is everything we do, going the extra mile for both customers and staff.

The Company

As one of the country’s leading IT and Business Software providers, you will be joining a business full of challenges and opportunity. Our core products include IT Infrastructure, IT Security, Accounts Software, EPOS and Telecoms. Over the past 25 years we have been delivering excellent solutions and service to our 600 (and counting) customers, and now we are looking for someone else to join the team and help!

We are an ambitious company striving to be excellent in everything we do and we take the personal development of our team very seriously. In fact, it’s at the core of our whole strategy, so you will be given the chance to grow and develop through a personal development and coaching plan. We also believe in rewarding our staff for all of their hard work. This means 25 day’s holiday (plus the Christmas break off), pension scheme, cake on your birthday, time off to support local charities and a performance related profit share. If you think Kamarin sounds like the sort of company you’d like to work for, then we’d love to hear from you.