Application Field Specialist, AMCS

• You will be comfortable and competent communicating face to face, over electronic communications and on the phone
• BSc. in IT or Electrical Engineering, equivalent degree, or relevant experience
• Excellent written, verbal, and interpersonal communication skills
• Good attention to detail
• Self-managing and organised
• Willingness to learn with an interest in technology
• UK Driving License

Desirable

• As an Application Field Specialist, you'll join a team of technical support experts dedicated to achieving outstanding client satisfaction
• Your responsibilities will include supporting our company's applications to ensure smooth operations and exceptional service delivery
• Positioned within the Support team, your role will be vital to ensuring a high level of support building confidence for our valued clients with their highly configured ECHO deployments
• You will be involved in using client ECHO systems as well as external tools such as MobiControl, MS SQL management studio to interrogate data and configuration within the system database related to issues, as well as our in-house ticketing system to communicate progress with clients
• Working with your experienced colleagues and liaising with the Operations and Development teams you will gain exposure to all areas of the business
• This role offers you exposure to BIS technology and the logistics software industry, the role is fast paced, with different challenges daily where your attention to detail and ability to address client concerns and issues raised will help to maintain confidence in the system
• Collaborating across departments to ensure seamless application performance and support
• Providing 1st and 2nd line support for the ECHO Field applications – such as Onboard, Mobile, Sidekick & Loadrite
• Providing exceptional customer service to our end-users (external clients) by maintaining effective, and consistent communication through our in-house ticketing system, telephone, or email
• Providing technical support and troubleshooting assistance to end-users (external clients) raised via tickets, email, and telephone calls
• Ensuring all issues/concerns raised are then categorised correctly and resolved within our SLA
• Escalating issues to 2nd / 3rd line support, and other departments where necessary
• Troubleshooting and verifying issues raised
• Creating and maintaining detailed documentation including support procedures and incident reports
• You will play a crucial role in our company’s growth
• You will be part of team which values forward-thinking solutions, and innovation
• Opportunities for continuous development and growth in your professional career
• You will be working with in a culture which is supportive, and collaborative
• Rotating shifts between 6am and 8pm (early and late shifts are fully remote). Core working days will be 3 days in office and 2 days remote
• On call cover on weekends