Application Support

Watsham Consulting

COINS Application Support

  • Application Support
  • COINS ERP

OVERVIEW:

  
Job Title: Application Support 
Location: Henley-on-Thames
Salary: £20,000 - £25,0000
Contract type: Permanent
  
Watsham Consulting is exclusively partnering with an independent software consultancy in Henley-on-Thames. Due to continued growth these COINS specialists (most widely used ERP within the construction industry) are seeking an Application Support Analyst to join their team on a permanent basis. 

As Applications Support you will be joining a busy, growing team and acting as the first point of contact for COINS customers who require assistance with COINS related queries. Your primary focus will be to resolve these queries in a timely and efficient manner or accurately redirect queries outside of your capability. You will ensure that all customers receive the highest level of customer service throughout the support cycle and that all queries reach a satisfactory outcome.  In order to succeed in this role, you must have excellent communication skills as you will regularly be communicating with customers by phone and email.

  
JOB DESCRIPTION:

  • Acting as a helpdesk for customers and staff
  • Answering queries across a range of modules which typically relate to navigation issues, user access queries or setting up new users with appropriate access
  • Remote connection to COINS environments using VPN’s
  • Collating appropriate information to help further review should the query need redirecting outside of your remit
  • Regularly reporting ticket statuses and volumes to Support Coordinator and monitoring to ensure that a satisfactory outcome is reached
  • Help identify route causes and training needs
  • Maintain internal equipment and basic support for internal network
  • Adding new functionality to users and investigating why functions are missing from users view
  • Deploying fixes and service packs
  • Closing tickets and recording relevant information for future reference
  • Maintaining FreshService support portal
  
PERSON SPECIFICATION:


Essential:
  • An understanding of financial software models
  • Ability to effectively communicate with contacts at varying levels of seniority by phone, email and in person
  • An aptitude and tenacity for problem solving
  • Exceptional organisational skills and the ability to prioritise tasks when working under pressure
  • The ability to learn new skills and systems quickly
  
Desirable: 
  • Previous experience of working with an ERP system
  • Living within a commutable distance to Henley on Thames
  

  
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