Lead Applications Support

at  Fexco

Job Advert
Job Title: Lead Applications Assistant
Location: Salisbury (hybrid)
Company: Fexco Property Services
Type of Employment: Full Time, Permanent

ESSENTIAL SKILLS:

The ideal candidate will come from an outsourced or internal Qube and / or Third party portal service background, with impeccable customer service skills. You will be proficient in all areas of Qube PM, with an understanding of service charge accounting or double entry book keeping being a bonus. More must have skills include:

• Excellent communication skills, both written and verbal.
• Friendly, confident, and professional telephone manner.
• Eager to learn new skills and invest in personal development.
• Good attention to detail with well-developed problem-solving skills.
• Time management skills with the ability to prioritise effectively.
• Self-motivated with the ability to work alone and as part of a team.
• Minimum of three years in applications / Qube support.
• Ability to problem solve through situational, on-the-job, and work assessments.
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
• IT, Numeracy and Literacy Skills to Level 2 or equivalent.

BONUS SKILLS:

• ATIP or MTIP
  Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.

ABOUT THIS ROLE:

We are recruiting for a replacement role within our Data & Technology department, based within our head Office in Salisbury. The role will be to proactively ensure that all users or clients receive exceptional Customer service during all contact with the Service Desk, thus ensuring continual exceptional operational service. All support must be performed with minimal impact on the user / customer and within agreed service levels. The role will require you to work effectively on the service desk systems, keeping all tickets fully updated in real time. Other responsibilities will involve training both remotely and in person as a representative of the team where necessary. The core systems on the application’s side of the service desk are Qube PM, Dwellant and Softology with interactions with integrations from Sagepay (Opayo), Tone Pay, Aurum.

MAIN DUTIES AND OBJECTIVES:

• To handle incoming application support incidents, requests, and changes.
• Management of personal call queue, ensuring calls are closed in a timely fashion.
• Provide updates and ensure ongoing customer communication is maintained.
• Resolution of calls ranging from simple password resets to complex application queries and incidents.
• To be an escalation point of calls from 1st line as necessary.
• To work as part of a close-knit team of applications and technology staff.
• Provide excellent customer service.
• Work with other internal and 3rd party teams (MRI, Dwellant, Development, Projects, etc.)
• Assist with applications and database upgrades and testing.
• Fix application faults and data errors.
• Assistance with Acquisitions and data migrations between property software.
• Serving as the escalation point of contact for Dwellant support within the organisation.
• Diagnosing and troubleshooting issues and escalating to Dwellant Support, managing tickets until completion as the primary Dwellant Support Contact.
• Configuring and Maintaining Dwellant alongside day to day admin.
• Maintaining and updating technical documentation regularly.
• Creation of training videos and Providing Remote and In Person training sessions.
• Reports creation and manipulation.
• Project Work - Application Efficiencies, software implementation, system upgrades etc.
• Project liaising and leadership collaboration.

The ideal candidate will come from an outsourced or internal Qube and / or Third party portal service background, with impeccable customer service skills. You will be proficient in all areas of Qube PM, with an understanding of service charge accounting or double entry book keeping being a bonus. More must have skills include:

• Excellent communication skills, both written and verbal.
• Friendly, confident, and professional telephone manner.
• Eager to learn new skills and invest in personal development.
• Good attention to detail with well-developed problem-solving skills.
• Time management skills with the ability to prioritise effectively.
• Self-motivated with the ability to work alone and as part of a team.
• Minimum of three years in applications / Qube support.
• Ability to problem solve through situational, on-the-job, and work assessments.
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
• IT, Numeracy and Literacy Skills to Level 2 or equivalent