Support Analyst/Customer Success Apprentice

inspHire is a business within the Kerridge Commercial Systems Group (KCS) and boasts global recognition as a specialist software provider; delivering fully integrated trading and business management solutions to companies in the rental industry – wherever they are in the world.

With a unique depth of knowledge and experience in the rental industry, inspHire has a wide range of clients who rent, sell and service construction equipment and other rental equipment such as Audio Visual and Event equipment.

Our pedigree has helped us develop state-of-the-art solutions, including our latest cloud subscription products, OnRent and Current RMS which aim to take our customers into a new era of flexible, mobile, and readily available trading – wherever and however they work.

To help further grow these products, we are seeking a technically minded, solutions expert. Someone who’s proactive, has a passion for product design and the confidence to suggest areas for improvement in a fast-paced environment.

Key Responsibilities

• Ensures all customers are successfully using the product.
• Provide setup assistance, technical support and training to customers who use our product, replying to inbound queries.
• Offer tailored training sessions online to both new and existing customers.
• Develop customer relationships that promote retention and loyalty.
• Closely monitor Support cases and Customer Feedback to feed this information back into the Product Development Team.
• Offer document layout modifications to customers who request for changes via HTML and CSS (training provided on the job).
• Work with internal stakeholders to resolve customer issues.
• Focus on delivering customer service to many customers
• Create help documentation and video content to help the customer base.

You have experience of dealing with customers, are analytical (comfortable with data) and a great problem solver. You excel in building relationships both with Customers and internal stakeholders.

Key Requirements

• Education: BTEC/A-Levels or Equivalent as a minimum.
• Demonstrable interest in IT with a drive to build a successful career.
• The ability to quickly learn new applications and technologies and a desire for continuous learning and improvement.
• Strong interpersonal skills, customer empathy and determination to resolve issues.
• Analytical, data and process-oriented mind-set who wants to problem solve.
• Enthusiastic and creative in problem-solving.
• Flexible and adaptable – both products and their processes will develop over time.
• Excellent communication skills and willingness to work with others, providing cover and support during peak demand times/holidays/sickness.
• The ability to plan, prioritise and work on several projects at once.
• The desire to work under pressure and in a fast-paced environment.

Company Info

inspHire is a business within the Kerridge Commercial Systems Group (KCS) and boasts global recognition as a specialist software provider; delivering fully integrated trading and business management solutions to companies in the rental industry – wherever they are in the world.

With a unique depth of knowledge and experience in the rental industry, inspHire has a wide range of clients who rent, sell and service construction equipment and audio-visual and event products.

Our pedigree has helped us develop state-of-the-art solutions, including two cloud subscription products, OnRent and Current RMS, which take our customers into a new era of flexible, scalable and readily available trading – wherever and however they work.

Equal Opportunities

KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.

If this role is of interest to you please apply online.

To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes.