MCR Systems has an exciting opportunity to become a permanent member of our 1st Line Support Analyst team in Leicester.
We supply cutting edge EPOS technology to major customers throughout the UK and our Support Team is very friendly, well-trained and highly motivated. MCR has always provided the highest levels of support to our customers; it is one of the key reasons for our success over many years in a very competitive industry.
This role involves providing efficient and customer-focused first line support via telephone and email. It is a highly rewarding role as you resolve many customer queries yourself as well as manage support issues that have been escalated to second and third line support.
You should be a team player with excellent communication, problem-solving and organisational skills. The role requires that you have the capacity and desire to quickly get to grips with in-house software and systems. MCR publishes its own software and this is a great opportunity to get to know the latest technologies, working for a leading player in an industry that is rapidly developing.
Under general supervision, the role is briefly described as follows:

• promptly & courteously respond to incoming support incidents via telephone and email
• to own and manage support issues within designated SLA timeframes
• maintain accurate and timely call logging in our Service Management System
• liaise directly with customers over phone and email to facilitate call resolution
• liaise with MCR’s 2nd Line and 3rd Line teams to facilitate call resolution
• own multiple support calls, managing your workload & customer expectations
• to seek advice, self-research and escalate support issues when appropriate
• continuously improve your knowledge on inhouse software and systems

Qualifications and Experience: 1st Line Support or Customer Services experience preferred

• Relevant technology certification or university degree
• Proficiency in Microsoft Office applications
• Proven ability to work under pressure and in a team environment
• Appropriate attention to detail with the ability to multitask
• You must have proven ability to meet high standards of written and verbal communication skills, with an eye for detail and excellent English language skills.

MCR will provide you with training, personal development and a real career opportunity as the company continues to expand.
To apply, please visit our website and go to the Careers page, via the Contacts page
www.mcr-systems.co.uk
Job Types: Full-time, Permanent
Pay: From £24,000.00 per year
Additional pay:

• Yearly bonus

Benefits:

• Company events
• Company pension
• On-site parking
• Sick pay
• Work from home

Schedule:

• Monday to Friday

Application question(s):

• Are you located in or near to Leicester?

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Leicester, LE4 9LJ
Reference ID: Support/JL1/1L