Application Support Engineer (Business Rates)

Mission / Objectives

The One Service Desk provides support and service expertise to local government across the UK. The primary focus of the Service Desk is to manage cases and find effective resolutions.

Job Overview

This role is a home-based role. The ideal candidate will be highly motivated, creative and a real team player, demonstrating an ability to work well within the Service Desk team as well as with both internal and external stakeholders. The tools provided coupled with a creative mind set, will enable the successful candidate to translate the customer cases into viable solutions in the form of workarounds and knowledge. This position will involve working alongside Business Analysts, Consultants, Software Engineers and other personnel to transfer and enhance knowledge.

The candidate will aim to exceed targets and standards set by their Team Leader and have a responsibility to ensure service level agreements are met.

Key Responsibilities

• To provide technical support on our products to external clients
• Identify and resolve technical issues
• Take ownership of customer cases to ensure timely and effective solutions are provided.
• Thoroughly investigate reported cases and defects through fact gathering and remote support.
• Build strong relationships with Business Analysts, Knowledge Specialists and Technical personnel to identify workarounds, solutions and opportunities for knowledge creation.
• Contribute towards Knowledge Management in the wider business, become a subject matter expert and product virtuoso.
• Adhere to and improve upon current Application Support processes.
• Remain customer focused at all times.
• Learn, support and investigate the functionality of the software at all levels.
• Follow data protection and security regulations.

Other Responsibilities

• Identify patterns in software usage and potential training opportunities.
• Use expertise to influence enhancement of products with Product Managers.
• Prioritise customer cases and escalate where appropriate.
• Input experiences to team meetings and stand-ups to make others aware of progress.

Competency

Strong customer service awareness.Ability to learn and master employer-specific softwareAbility to diagnose & address application issuesResponsiveness to impact and urgency.Takes proactive ownership.Ability to multitask.Always ready and willing to improve.Self-motivated and resourceful.Effective communicator, written and verbal.Works effectively within a team.

Essential Skills / Experience

Experience of successful customer service.Excellent communication skills, being able to convey complex and difficult issues both verbally and in writing to customers with varying levels of technical expertiseExcellent analytical, process-oriented, organisational and problem-solving skillsApplication Support, Software Support or application experience on Capita One Business Rates.

Please contact Stephen.ball@capita.com. for further information.

Capita Business Services Ltd