Job Description
Company Description
Version 1 has celebrated over 28 years in Technology Services and continues to be trusted by global brands to deliver solutions that drive customer success. Our expertise enables our customers to navigate the rapidly changing Digital-First world we live in. We foster strong partnerships with leading technology giants including Microsoft, AWS, Oracle, Red Hat, OutSystems, Snowflake, ensuring that our customers are provided with the highest quality solutions and services.
We’re an award-winning employer reflecting how our employees are at the very heart of Version 1 and what we do:
- UK & Ireland’s premier AWS, Microsoft & Oracle partner
- 3300+ strong, €350/£300m revenue business
- 10+ years as a Great Place to Work in Ireland & UK
- Best Workplace for Women in the UK & Ireland by GPTW
- Best Workplace for Wellbeing in the UK by GPTW
We’re a core values driven company, we hire people who share our values, and we reward those who display and foster them, it’s deeply embedded within our DNA. Invest in us and we’ll invest in you!
Job Description
Roles & Responsibilities:
- · Reporting to EA Service Support Lead
- · Prevent avoidable Customer escalations or issues
- · Arrange and lead Customer Support Ticket Reviews
- · Managing meeting actions
- · Identify chargeable changes and ensure they follow the correct process
- · Oversee SLA and ticket update monitoring processes
- · Identify clusters, problems and standard changes in Customer Support tickets
- · Data cleansing in
- Maintain continuous improvement plans
- Involved in UAT related to customer data.
Qualifications
Essential Skills:
- · You will have 3-5 years of experience in delivering Customer First outcomes
- · Ability to ask tough questions, curiosity and willingness to learn
- · Understanding of Oracle ERP
- · Strong analytical skills
- Understanding of ticket lifecycle management, SLA tracking, and escalation prevention through regular ticket reviews
- Exposure to customer ITSM tools (e.g. ServiceNow) for coordinated ticket updates.
- · Demonstrated ability to work within a process driven environment
- · Experience of designing and implementing process change
- · Effective verbal and written communication skills (People, Customer)
- · Self-starter. Can take on assignments, driving through contacting the appropriate parties to get them done and escalate when progress is impeded
- · A team player and self-motivated
- · You must demonstrate a strong customer-centric ethos
- · Confidence in dealing with staff at all levels
- · Ability and experience in building long term working relationships
Additional Information
Why Version 1?
At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability.
- Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees collectively benefit from a share of our company’s profits.
- Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme.
- Flexible/remote working, Version 1 is tremendously understanding of life events and people’s individual circumstances and offer flexibility to help achieve a healthy work life balance.
- Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme.
- Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much more. Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies.
- Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat.
- Reward schemes including Version 1’s Annual Excellence Awards & ‘Call-Out’ platform.
- Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes.
And many more exciting benefits… drop us a note to find out more.
