• Application Support Analyst - ALACER

About Alacer

Alacer has served the software needs of the Hospitality sector since 2005.
We are industry experts who focus solely on delivering smart, intuitive technology to meet our customers’ evolving needs.
Our clients range from gastropubs to 5-star spa hotel resorts and our software supports their profitable growth.

As a people-first company, we know that the best results are achieved by happy people who enjoy working together
towards a clear vision but with the freedom to challenge the status quo and innovate new ideas.
We, therefore, try to create a comfortable, supportive, enjoyable working environment
where everyone has a voice and there is plenty of healthy challenge (without stretch becoming stress).
We also value and support colleague development with training budgets available to meet individual growth opportunities
and access to online training and research resources.

In return, we ask that colleagues are open and honest, invest in their skills and knowledge,
and take the time to understand customers’ needs and the wider business objectives.
Alacer's sales and marketing colleagues then put their talent and passion to work by promoting our solutions
and ensuring that new and existing customers’ needs are understood and met. We have a healthy culture,
built around our shared core values and beliefs:

- One Team, One Purpose - Strive for Excellence- Challenge, Innovate, Improve - Honesty with respect- Passion and Personality - Profit with Integrity

Job Specification: Application Support Analyst

We are searching for talented Helpdesk Analysts to join our team and support our customers in the hospitality sector.
We are open to applications who have industry experience, looking for a new challenge and progression
and are interns with a desire to learn and grow into a new career. The successful candidates will have
the right skills and approach to become a valued member of our diverse and growing team and must possess excellent written and spoken business English.
The successful candidates must be able to commute to our office in Tirana and be able to participate
in a balanced shift rotation to cover our helpdesk opening hours (with potential, once trained and proven to for some hybrid working (working from home).

Ideal Candidate Profile: As a Helpdesk Analyst you will (first and foremost) understand
the value of great customer service and be able to approach all conversations positively,
with a focus on customer success. You must be highly organised(capable of assessing multiple tasks and correctly processing
them and ensuring that customers are kept in the loop) and possess a logical approach
that lends itself to step-by-step troubleshooting and fault diagnosis.

You will be confident in the use of Microsoft Office applications, Internet and email and
previous experience of a helpdesk ticketing system and remote support technology would be an advantage.

• Positive outlook, with a clear focus on providing excellent customer service
• Drive for continuous learning, personal development, and knowledge sharing
• Excellent organisation skills and time management
• Approachable, able to build rapport and diffuse concerns or frustrations
• Able to see things from the user’s point of view and focus on the required outcome
• A team player who is driven to help others and gains satisfaction from doing so
• Confident enough to ask for assistance, but rigorous enough to check available resources first info@alacer.co.uk | www.alacer.co.uk

Key responsibilities and accountabilities:

• Follow agreed standards for logging, recording, and resolving support cases, ensuring SLAs are met and customer responses are sent in a timely fashion.
• Manage call escalations whilst keeping the customer informed on progress at every stage.
• Liaise with development, engineering, and training teams for daily support ‘surgeries’ to seek assistance on outstanding support cases requiring their intervention.
• Ensure that all customer records and documentation are maintained and updated as necessary.
• Ensure any potential enquiries for additional software modules, training and hardware are properly recorded and passed to the sales, training, and engineering teams for follow-up.
• Take part in the internal software beta testing program to ensure familiarity with forthcoming releases and that any bugs found are properly recorded and fed back into the development process

Desirable skills and experience:

• Windows Operating Systems
• TCP/IP networking
• Simple Help / Webex technologies
• Microsoft Azure Infrastructure
• Microsoft SQL Server
• Microsoft IIS
• OPOS Framework
• Office 365

About the Package
You will work about 40 hours per weekCompetitive salary (depending on experience)

Please apply by sending your CV via email: careers@alacer.co.uk