CAPITA VALUES
You are open
- To bring new ideas to the team and to be able to develop ideas with customers.
You are ingenious
- In providing suggestions to improve our service.
You are collaborative
- Being an effective team member and working jointly with other parts of the business.
You are effective
- In increasing customer satisfaction via your way of working and how you build relationships.
ABOUT THE TEAM
The One Application Support Desk provides support and service expertise to local government across the UK. The primary focus of the Application Support Desk is to manage cases and find effective resolutions.
The ideal candidate will be highly motivated, creative and a real team player, demonstrating an ability to work well within the Application Support 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.
WHAT IS THE JOB ROLE?
- 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.
WHO ARE WE LOOKING FOR?
You will need:
- 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 expertise
- Excellent analytical, process-oriented, organisational and problem-solving skills
- At least 3 years’ experience on the Capita ONE Revenues & Benefits application specifically on the Benefits application.
WHAT WE CAN OFFER IN RETURN:
- Competitive salary and pension, benefits scheme
- Rewarding career and further learning & development opportunities
- Wellbeing events
- A role where you can make a real difference to Capita and its customers
WHAT NEXT:
Looking to discover more? Please contact daniel.hitchcock@capita.com for further information or visit https://www.capita.com/careers using the code 10081669 to apply for the role.
