Application Support Specialist

About the opportunity

We’re looking for an enthusiastic Support Engineer with proven experience working with bespoke applications, servers, and networks within a service desk environment to join our UK Support Team.

This position will be working in Guestline's Support Team, you’ll join a team of passionate individuals driven by our customers and the hospitality industry. The team is responsible for troubleshooting and resolving issues that arise from our bespoke full product suite including our award-winning Property Management System (PMS), our Electronic Point of Sale System (EPOS) and our many interfaces to 3rd party systems such as phone, door locking and heating systems to name a few.

As an omnichannel Support Team, support is provided from 07:00 to 23:00 365 days a year through telephone, email and live chat. Shifts are allocated on a rota basis, produced up to one month in advance.

What we need you to do

• You’ll be investigating and resolving tickets logged by customers, Guestliners, and 3rd parties with a high level of accuracy and detail for our applications
• You’ll be comfortable with handling customer interactions through a variety of communication methods (Email/Voice/Live Chat being our top 3!) You’ll be a natural with your communication style by being able to communicate in technical and non-technical terms in both verbal & written instances
• You’ll have some workable knowledge of IT, Software and Services Desks to support your transition (we’ll teach you our software and approach – your personality, passion and determination will deliver exceptional service to our customers)
• Sometimes things will be slightly too tricky for you to resolve so we’ll need you to escalate tickets to our Third Line Team on occasions
• We’ll need you to follow internal security and data handling procedures to ensure we’re complying with GDPR and PCI

About you

• You’re bold and prepared to drive change – you use learning techniques, soft skills and lead by example to inject new ways of thinking wherever needed and you’re not averse to trying new things in order to deliver the best possible service
• You’re a self-starter – You can deal with ambiguity, working from your own initiative with a proactive approach
• You’ve got a curious mind– you read around your subject and default to open when it comes to sharing knowledge
• You’re a problem solver – you keep an eye on the detail to deliver relevant and timely resolutions
• You’re tech-savvy – you’re adaptable to learning new technologies, terminology, and take an interest in software development, back-office tools and script development
• You’re kind – one of our most important attributes in a Guestliner, you’ll go out of your way to help others and feel proud when others around you succeed
• You relentlessly think Guest – thinking of the Guest comes second nature to Guestliners, we put a customer lens on all that we do.
• You’re super organised – you have the ability to manage multiple investigations ensuring you prioritise workload accordingly

Additional skills that could be beneficial but not essential

• You’ll have worked with and have a sound understanding of Microsoft desktop operating systems (7 / 8 / 10), current Microsoft server operating systems, Microsoft Excel, Networking (O/S level), SQL Server or other database platforms
• Previous experience of working in a Support Desk environment and the use of associated Support Desk software & processes
• Some previous experience with EPOS systems
• A strong analytical mindset with the ability to make decisions
• Experience with Microsoft Azure and cloud computing

The process

• A 30-minute call with a member of our PeopleOps team to get to know you a little better
• You’ll spend 45-minutes with a Support Team Leader (all virtually!) to understand the operation and how we work at Guestline
• You’ll meet with our Head of Support for 30-minutes to conclude the process

What we can offer

• Competitive salary
• 25 days holiday
• Private Medical Insurance
• Pension
• Location: Shrewsbury, but we're flexible! We can also offer remote working with occasional travel to our Shrewsbury office

Equal Opportunity

The best ideas are often the least expected and require new ways of thinking; that’s why our teams at Guestline are made up of a broad range of talented people. We are proud to be an equal opportunity employer. We do not discriminate based on race, ethnicity, colour, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status.

Data Privacy

Personal information about unsuccessful candidates will be held by us for 12 months after the recruitment process has been completed, it will then be deleted. We retain de-personalised statistical information about applicants to help inform our recruitment activities, but no individuals are identifiable from that data.

Once a person has taken up employment with Guestline, we will compile a file relating to their employment. The information contained in this will be kept secure and will only be used for purposes directly relevant to that person’s employment. Once their employment with Guestline has ended, we will retain the file in accordance with the requirements of our retention schedule and then delete it.

Agencies

As much as we appreciate the help, we're using our own direct sourcing methods or we're working with one of our carefully selected Agency Partners on this vacancy. To find out a little more about how we partner with agencies please email peopleops@guestline.com FAO our People Team, speculative phone calls will not be taken by our team neither will CV submissions without Guestline or the candidates expressed consent.