Official Specifications
Role Overview & Mandate
Executive Summary
*Quill was named a 2 star company in 2022 by Best...
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*Quill was named a 2 star company in 2022 by Best Companies*
https://www.quill.co.uk/
Summary
Interested in building a career in IT with an innovative cloud-based software provider?
As a Junior Technical Support Consultant at Quill no two days will ever be the same. Our support desk looks after a range of systems, on a variety of infrastructures and beyond that, a myriad of third-party integrations!
This role is more about who you are than what you can do as full training will be provided. What we are really looking for is someone with natural flair, aptitude, and a desire to get to the root of a problem with a natural passion for Information Technology.
You will be the first point of contact for our clients when they experience difficulties using our software and solutions so a calm, understanding nature, coupled with a desire to reach a resolution will also be essential.
As a Junior Technical Support Consultant at Quill no two days will ever be the same. Our support desk looks after a range of systems, on a variety of infrastructures and beyond that, a myriad of third-party integrations!
This role is more about who you are than what you can do as full training will be provided. What we are really looking for is someone with natural flair, aptitude, and a desire to get to the root of a problem with a natural passion for Information Technology.
You will be the first point of contact for our clients when they experience difficulties using our software and solutions so a calm, understanding nature, coupled with a desire to reach a resolution will also be essential.
This is a Hybrid role within our Manchester or Liverpool office.
What youll be doing:
- Provide support to users in resolving application-related incidents, service requests and problems in a timely and efficient manner in line with business requirements.
- To provide timely communication to clients on the status of their service requests and incidents.
- To apply appropriate application maintenance, support and incident management processes and procedures to support and maintain applications, and to investigate and resolve software issues.
- To provide guidance and knowledge to clients in all areas of Quills product range.
- Provide first line support, including live chat and telephone, across all business functions.
- Liaise with other departments in support of application issues and ensure problems are resolved in a timely and professional manner.
- To support the development and release of software under the supervision of the Operations Team.
- Maintain application support technical documentation including development of the internal knowledge base.
- Carry out ad hoc duties as required by the Client Support Manager.
What you will need:
- A passion for problem diagnosis and resolution.
- Good communication skills both via phone and email.
- Analytical, troubleshooting and problem-solving ability.
- Good organisational skills.
- Experience with Office 365 suite.
- Ability to work as part of a close team.
Desirable but not essential (Full training will be provided):
- Basic understanding of SQL.
- Experience in helpdesk\support environment.
- Experience with HTML\JavaScript.
- Experience of Legal cashiering or accounting.
- Double entry bookkeeping.
- Customer service, complaints experience.
What you will get in return:
- Quill provides a warm, friendly working environment with great opportunities for career progression.
- We offer a salary that is competitive in the current market place. Salaries are based against our competency scales to ensure that everyone is rewarded fairly for the work they undertake and skills they have. Salaries are reviewed annually against these competency scales.
There are Core benefits for everyone:
- 5% company contribution pension scheme (Royal London)
- 2x salary death in service benefit (MetaLife)
- Bonus Scheme (Employee 5% share of annual profits)
- 1x paid charity day per year
- 1x wellbeing day per year
- Holiday entitlement which increases with length of service
- Enhanced Sick pay which increases with length of service
- Enhanced Maternity and Partner leave
- £40 Birthday reward
- Length of service awards
- Career path with professional subscriptions and Qualification bonus scheme
- Client & Staff Introduction/referral fee
- £7.50 Quarterly News, Views, and Eats allowance
There are Opt-in benefits which you can choose to take advantage of if you want to:
- Buy & Sell holiday allowance (3 days)
- Cycle to work scheme (Office based personnel)
- Salary Sacrifice Electric Car through Octopus Electric Vehicles
- Payroll Giving
- Discounted Private Medical Insurance through BUPA
There is a monthly flex allowance that you can use in lots of different ways:
- £10 Flex allowance to put towards any of the many benefits available through Thanks Ben
- Cash plan Medical through UK Healthcare
- Children up to the age of 18 (or 24 if in education) are covered free of charge (ensure you complete application form online)
- Discount Code scheme through Perks at work
As well as the flexible benefits portal, we have worked hard to improve lots of our policies to reflect what we already offer in terms of support for numerous life events, in particular:
- Enhanced Company paid sickness
- Enhanced Maternity and Partner leave
- Employee wellbeing fund
- Trans inclusion Policy
- Menopause inclusion policy
- Supportive bereavement policy
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