Trainee Solutions Consultant
Maidstone
£22k
VR/02631R

The Trainee Solutions Consultant has a varied role providing support to both Partners and Customers in an expedient, analytical and courteous manner. This includes the provision of technical assistance both before and during production “live” use of products and services which are often considered “mission critical” to those users for the operation of their business.

A Trainee Solutions consultant will become an expert in all solutions and is responsible for ensuring that each project or support case is managed through to successful completion. This support will be provided by telephone, email and where beneficial, in person by travelling to customer locations. It may also be necessary to coordinate with other teams within the company to ensure that any recurring customer issues are effectively communicated so that they can be resolved.

RESPONSIBILITIES:
· Provide product integration consultancy, advice and testing services to partners and system integrators
· Provide support to partners and end-user customers in relation to their use of payment processing solutions
· Ensuring that issues are effectively captured and allocated the required priority levels
· Taking ownership of a project or support case, managing it effectively through to completion
· Investigating reported issues in detail, gaining evidence and escalating to senior team members when necessary
· Ensuring that regular communication with customers is maintained during an on-going investigation
· When resolving issues ensuring that the root cause is established as well as getting the partner/customer operational as soon as possible
· Developing a level of self-sufficiency in learning and development
· Maintaining knowledge of the company’s payment processing and internal solutions
· Being familiar with all integration APIs within the solutions to provide partners with support
· Demonstrating a willingness to understand new features and solutions as they are released
· Ensuring adequate information is recorded in the Helpdesk system
· Following defined processes for logging of issues and escalation of issues to senior team members and other teams
· Maintaining a high standard of communication within the team, with their immediate supervisor and with other teams within the company
· Maintaining levels of product knowledge
· Liaising with other Customer Support team members to ensure trends or common issues are quickly identified

QUALIFICATIONS, KNOWLEDGE & EXPERIENCE
Required
· Excellent problem-solving skills
· The ability to multi-task and cope under pressure.
· Excellent written and verbal communication skills with the ability to confidently interact with customer and company staff at all levels
· A logical and analytical approach to issue investigations
· Extensive knowledge of Windows operating systems (Windows 7, Windows 8/8.1 and Windows 10).
· Excellent telephone manner and customer service skills
· Ability to work well as part of a team, sharing knowledge and information with other team members
· Dynamic and meticulous approach to work at all times
· A positive attitude towards customers, colleagues and work

Desirable
· Experience in a technical support role
· Thorough understanding of applications that run as a Windows service and the administrative tasks involved
· Knowledge of Linux, Apple iOS and Android environments
· Previous experience within the technology/financial services industries
· Experience of POSReady Windows variants
· Familiarity with Installation/Updating and Uninstallation of Windows drivers and Windows software
· Experience of Web Services (utilising both XML and JSON)
· Working knowledge of SQL commands - used to query product log files
· Experience of using remote control packages to access client environments

SKILLS & VALUES

· Ability to use own initiative
· Ability to work under pressure
· Willingness to consider new ideas
· Desire for continuous improvement and right first time
· Collaborative approach and a shared sense of responsibility for business objectives
· Close attention to detail