1st Line Support

Mandata provides integrated transport management software solutions to road transport businesses operating throughout the UK and Ireland.

Haulage operators use our suite of products to manage their operations from orders to invoice. Our team is not only passionate about our solutions, but they are also incredibly knowledgeable and supportive.

We have focused on the road transport sector for over 50 years and our aim is to help hauliers stay ahead in an ever-changing, competitive market. Our software never stands still, neither should our customers and neither should our team. Find out more information about Mandata.

The responsibilities we’ll expect from you…

• Providing first contact technical and email support of our bespoke TMS software.
• Follow agreed triage, incident, and service request procedures in accordance with service levels and prescribed standards.
• Utilise Salesforce Service Cloud ticketing system while fulfilling service requirements.
• Provide timely customer feedback.
• Qualifying and documenting the problems raised by customers.
• Communicating with customers regularly with regards to their incident/problem/change request.
• Maintain a high-quality service to our customers.
• Managing multiple cases at one time, ensuring case notes are up to date.
• Diagnosing and resolving incidents using remote access tools and verbal instructions.
• Installing and configuring software.
• Providing timely and accurate customer feedback.
• Following up with clients to ensure the problem is resolved.
• Escalate more complex cases to 2nd Line Technical Support, with full and detailed notes.

Knowledge and expertise that matter most for this role…

• Exceptional customer service skills.
• Excellent telephone manner.
• Excellent communication skills with the ability to convey ideas and offer solutions to the wider team.
• The ability to support non-technical customers and explain complex IT concepts in simple terms.
• Excellent organisational skills with the ability to manage priorities and work to deadlines.
• The ability to troubleshoot a variety of issues and resolve user issues.
• High degree of accuracy and attention to detail.
• Ability to provide concise documentation.
• Ability to work on own initiative and make balanced decisions. The ability to quickly learn new operating procedures and maintain established systems.
• Approachable with good interpersonal skills and the ability to interact with staff effectively at all levels.
• A commitment towards delivering quality customer service to internal and external customers.
• A positive can-do attitude and flexibility in taking on a broad range of responsibilities and tasks at short notice

Desired experience…

• Up-to-date knowledge of the latest IT and software trends.

Your personal attributes – we need someone who…

• Has the ability to quickly establish good working relationships with clients.
• Has a good level of patience.
• Is a problem solver.
• Has enthusiasm for continual learning.

Our Culture – The Mandata Way…

The Mandata Way outlines our core values and behaviours. These values are the foundation of our culture, and we are all responsible for using them to shape our future. Our 4 values are One Team, Passionate, Accountable and Customer Driven.

To demonstrate our values and behaviours you will:

• Always bring ‘The Best You’ to work.
• Work together as One Team to achieve our goals.
• Be Optimistic, embrace change and innovation with a positive outlook.
• Take Action to find solutions and strive for results.
• Have a Customer Driven mindset, our customers are at the centre of everything we do