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WORK FOR US

We have teams in Glasgow and Southampton. Please check this page for details of any vacancies we may have.

Product Support Specialist

LOCATION: GLASGOW

PERMANENT

SALARY DEPENDENT ON EXPERIENCE

SCOPE AND GENERAL PURPOSE:

The Product Support Specialist is a pivotal role within the Professional Services department, providing support on all our product ranges to our new and existing clients by assisting them with issues or queries they may have.  These issues and queries may involve both 1st line and 2nd line skills therefore an understanding of what these are and how they can be dealt with is essential.

The Product Support Specialist will be customer facing and as such, will need to consistently demonstrate Expert knowledge on our products, being Passionate about the services & products we offer and being Supportive of our customer needs as well as having Empathy for our customers around their support requirements, understanding their problems, being able to diagnose and provide solutions to them quickly and within our specified SLA’s.  This role requires someone with strong Interpersonal and Communication skills who is a good Relationship Builder.

HOW THE ROLE LINKS TO THE OVERALL COMPANY OBJECTIVES

Ensuring throughout that excellent levels of customer service and customer rapport are maintained, to contribute towards our growth and customer retention targets. This is vital to offering a seamless transition to customers moving to CPL Software Products.

This role is critical to CPL Software’s continued success, helping to support our overall company turnover and profit targets as well as those specific support KPI’s related to SLA’s, Client Experience (NPS) and Close Out Rates for support queries and issues.

KEY TASKS AND DUTIES, ACTIONS AND RESPONSIBILITIES

  • Respond to support enquiries within the advertised SLA
  • Categorise and record inbound support enquiries
  • Liaise with both members of the support and development teams to ensure CPL customers are provided the correct solution to their enquiry in a timely manner
  • Record all relevant information related to the client, the enquiry and the support ticket in our CRM and Helpdesk Management System
  • Ensure good communication lines are kept open with every client during the end to end process of their enquiry
  • Where applicable, ensure that tickets are escalated to ensure they are dealt with by the correct individual or department so that there is no disruption to the client’s service
  • Contribute to the team with thoughts suggestions and ideas around how process and client experience can be improved on
  • To anticipate customer needs whenever possible to enhance the quality of service by the Company and to ensure customer loyalty is maintained
  • Continually strive to refine and optimize all aspects of the support process and customer experience
  • Provide help and assistance to customers on the telephone in a prompt and courteous manner
  • To promote a helpful and professional image to the customer giving full co-operation to any customer requiring attention
  • To attend to customer queries and enquiries in a caring and helpful manner and with a commitment to dealing with the issue in a positive way
  • To carry out any other reasonable task as deemed necessary by the Company

ABOUT YOU

 

Essential

Desirable
QUALIFICATIONS & TRAINING

 

* A-C Grades in GCSE for Maths & English (or equivalent)

* A Level or equivalent qualification in IT/Computer related subjects, or Mathematics

* Degree in Computer Related Subject
EXPERIENCE * Experience of working in a customer service role

* Helpdesk Experience

* Experience in a customer-facing role delivering measurable performance outcomes

* Accounting experience
SKILLS & KNOWLEDGE * Strong IT Literacy (inc. Microsoft Office)

* Very strong written and verbal communication skills

* Very strong interpersonal skills

* Customer Confident

* Ability to prioritise

* MS SQL or SQL, SSRS knowledge

* Understanding of accounting practices (month-end, quarter-end, year-end, nominals)

PERSONAL ATTRIBUTES * Strong Numeracy

* Demonstrates initiative

* Intuitive

* Good cognition

* Methodical

* Enthusiastic towards their work

* Ability to take the initiative

* Keen eye for ‘attention to detail’

* Can do will do attitude

* Patient

* Professional

* Calm

* Logical

* Rational

* Customer-focused

* Career orientated

* Looking for a real challenge

SPECIAL REQUIREMENTS * Flexible and motivated enough to be able to work from the office as well as work from home.  This is an office-based role with some flexibility for home working.

In addition to this the ideal candidate will be energetic and motivated with the ability to work in a fast-paced environment. You will have excellent communication skills and adopt a proactive approach to work and enjoy working as part of a team.

To apply, please send your CV with a cover letter to crawford.burns@cplsoftware.com

SQL Data Support Analyst

LOCATION: SOUTHAMPTON OR GLASGOW

PERMANENT

SALARY DEPENDENT ON EXPERIENCE

The SQL Data Support Analyst Role:

The Data Analyst is responsible for maintaining existing live databases, investigating faults and applying data corrections, analysing DB performance and making necessary changes to server configuration to ensure the stability and performance of the database is sufficient.

The role will also include examining and extracting data from a wide range of databases and systems. Once extracted, the Data Analyst designs and executes the necessary data assembly and transformation processes to migrate it into the company Database.

Key Duties:

+ Extract and examine data from other software provider’s databases and systems.
+ Analyse, Understand and Transform the data before importing into Database Structure.
+ Continually strive to refine and optimize all aspects of data migrations.
+ Troubleshoot database issues in live environments
+ Provide support to 1st and 2nd line support by providing insights into the product’s data structure and behaviour.
+ Ensure live databases run optimally on a day to day basis.
+ To anticipate customer needs whenever possible to enhance the quality of service offered by the Company and to ensure customer loyalty is maintained.
+ To comply with all statutory legislation, and identify and report all and any hazards.
+ To carry out any other reasonable task as deemed necessary by the Company.

About You:

You will need to have a good understanding of the principles of Relational Databases along with knowledge of the data structures and data types used in common databases.

Experience of at least one relational database technology is essential, e.g. Microsoft SQL Server, Microsoft Access. Experience of other databases such as Progress, Excel, mySQL would be advantageous.

In addition to this you will be energetic and motivated with the ability to work in a fast-paced environment. You will have excellent communication skills and adopt a proactive approach to work and enjoy working as part of a team.

Essential Skills Required:

+ 1-2 years’ experience in a Data role (such as Data Analyst, Data Engineer, Data Specialist, Database Manager, Migration Specialist, Database Administrator).
+ Principles of Relational Databases
+ Microsoft SQL (or any other SQL)
+ MS Access
+ MS Excel

Desirable Skills:

+ Experience in administrating a SQL Server for a large software product
+ Any other Relational Database
+ MS SQL SSIS
+ Knowledge of accounting software and accounting principles
+ Experience of C# or other.net development language

Your Experience / Background / Previous Roles May Include:
SaaS Support, Software Implementation, Computer Science Graduate, Developer, Software Support, Fintech SaaS Support, Web Application Support, SaaS Support Analyst, Customer Support Engineer, .Net Application Support, SQL Support, SQL Database Support.

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