Job Description

Reports to: Support Manager

Department: Operations

Company Background

As the leading provider of software solutions for public and private sector transport management and smart ticketing, for over 20 years Unicard has been trusted by millions of passengers to get them where they need to be. Today, our solutions can be found throughout the UK, processing several billion transactions a year.



Since we started in 2003, a wide range of local authorities, transport operators and hardware manufacturers have odepended on our capabilities in strategy, design, development, testing and delivery to help deliver passenger transport services every day. We support a wide variety of customers, from simple single-user and concessionary travel programmes to complex multi-modal and multi-operator configurations. Examples include:

We deliver our cEMV tap on tap off solution delivering London style ticketing to transport for Wales rail network Our technology powers Transport for West Midlands trailblazing Swift integrated ticketing system, one of the largest and most well-respected schemes in the UK, and the largest after Oyster in London We are trusted by 58+ local authorities to deliver their vital concessionary travel programmes more than 25% of the market Over 30% of all ITSO card terminals in the UK run on Unicard software We have over 3.5 million cardholders currently under management, with transaction values in the tens of millions annually


Employing approximately 115 people across the UK and Bulgaria, our in-house research, strategy and development capabilities give us an affordable, well-managed ability to develop market leading technologies and affordably maintain existing products. As a small-to-medium-sized enterprise, we pride ourselves on our reputation for outstanding products, technical support, delivery capability and high levels of customer service.

Role Purpose

The support engineer is required to work within the support team to investigate, resolve where possible and triage issues, ensuring tickets are processed and resolved adhering to customer SLAs and high service quality.

In addition to support, the role covers other tasks such as:

Unicard application system management: ISAM and AMS management - the core of the ITSO specification, AMS and ISAM management will require a technical understanding, attention to detail and the ability to pick up and complete complex tasks, ongoing configuration and monitoring to ensure the application provides the services required by our customers (full training will be given). Printer/Terminal Support Unicard provide both hand-held smartcard readers and smartcard printers to various customers. The support engineer will be responsible for troubleshooting, returns, shipping and orders of new equipment/consumables.


The role will be based in Poole however will be required to travel to all Unicard office locations as and when required.



Candidate must be able to demonstrate long-term right to work in the UK for this role.

Why Unicard

Unicard presents a unique opportunity to work for a financially strong company that is beginning to move into a much larger market. There is an enormous opportunity for growth as we build new products in new markets, and a lot of enthusiasm from the Chairman and CEO to adopt new tools and development practices. This is a varied and fast paced role which includes many different technologies and testing strategies and a chance to increase your knowledge both on the job and through training which will be provided as needed.

Responsibilities

The role will be responsible and accountable for:



Ownership and management of tickets, in accordance with SLAs and priorities and in line with ITIL-based incident and problem management processes Software application and hardware managed services Resolving issues, updating customers, closing tickets and documenting if required Handling inbound telephone calls Processing emails inbound to the Support team shared mailbox Creating/updating various support documentation/knowledge articles Investigating and troubleshooting reported issues with the team Escalation of issues and risks to Level 2 and Support Manager Interfacing with ITSO for AMS requests, logging & troubleshooting issues Printer/terminal support Creating and updating reports and dashboards within Zendesk & Jira Provide out of hours on-call support (overnight and weekends) to VIP customers (rota based) On-site support (when required) Embracing and promoting Unicard values Inventory Management of related tools and stock

Professional and Technical Experience

Essential:

Service-desk experience Technical & Application support experience Experience working in an ITIL-based team Experience working within strict customer SLAs High competency in MS Office applications; Word, Excel, Outlook etc. Holds valid drivers licence and has access to vehicle


Desirable:

Knowledge of Unicards core products and services Experience working within software development environments Understanding/experience of technical language XML/CSV/JSON/SQL Experience with BI tools Experience with Jira/Zendesk Supplier management Business to Business customer service experience.

Personal Skills

Great communicator at all levels, both written and verbal Approachable and able to work collaboratively within the team and with other areas of the Business Energetic and self-motivated eager to learn and progress Pro-active and focused to work efficiently and effectively Highly adaptable within a fast-paced changing environment Analytically and technically minded with a high degree of accuracy Able to work optimally in a challenging environment, with a high degree of self-discipline Punctual, dependable and reliable ability to manage your own time and resources Able to listen and understand customers issues Able to identify and manage risk Managing a wide variety of tasks or responsibilities. Balancing long-term and short-term projects. Completing multiple things at once. Handling a high-volume workload.

What we offer

Competitive remuneration package Company funded Healthcare plan Life Assurance Company pension Hybrid working (minimum 3 days office attendance) 2 days per annum paid volunteer days Modern working environment and friendly atmosphere Knowledge sharing (working with experienced professionals) Autonomy and trust in decision making Office in a central location Regular team building and office events Career development Charitable organisation


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