Role Title: Temporary Workpro Support Administrator
Location: Hybrid (Home working and/or CAS office at Heriot-Watt Research Park)
Reports to: Chief Projects Officer
Position Type: Fixed Term Contract (7 months) to cover maternity leave (Part time or Full 
Time)
Hours: 22.5 hours – 37.5 hours depending on work pattern 

Summary

Computer Application Services (CAS) are looking for a temporary Workpro Support Administrator to join the Workpro Team on maternity cover.

The Workpro Support Administrator plays a critical role in ensuring smooth operations and exceptional service delivery to our customers. Responsible for providing timely and effective support to customers, triaging their enquiries, resolving issues, and facilitating administrative tasks to enhance customer experience.

What's the job?

You’ll work in the Support Team to serve as the first point of contact for incoming support requests, ensuring they are triaged appropriately so we can deliver prompt resolutions. 

You’ll assist with queries, including troubleshooting some technical problems. You will collaborate with the Support Team to escalate and resolve complex issues efficiently.

You’ll administer the Workpro Helpdesk, our customer portal for managing support 
requests, managing user accounts and supporting users in using the system.

You’ll handle administrative duties related to customer accounts, such as processing software licence renewals, updating customer contact information and maintaining support rotas.

Skills and experience

We are looking for someone who enjoys working with customers and wants to provide an excellent service that meets their needs.

• Strong customer service skills, able to build good relationships, manage 
  expectations and deliver a valued service.
• Strong communication skills, both written and verbal, with the ability to convey technical information clearly and concisely.
• Excellent problem-solving skills, able to troubleshoot effectively, identify problems and propose solutions.
• Ability to prioritise workload and work effectively in a fast-paced environment.

Key Personal Criteria

• You have a professional attitude and approach.
• You thrive in a busy environment, delivering to tight deadlines and facing challenges with energy and enthusiasm.
• You take responsibility for your work, paying attention to detail and managing your time effectively to ensure work is delivered correctly and on time.
• You are a confident communicator with excellent written and verbal communication skills in the English language.
• You have an aptitude for building rapport with customers and colleagues, so you can work collaboratively and meet shared objectives.
• You work well with others in a team, collaborating and supporting each other to complete tasks and contributing to discussions on improvements.
• You have a growth mindset and are keen to learn and develop your personal and professional skills.
• You work on your own initiative, proposing solutions for challenges you encounter.

Who are we?

CAS is an employee-owned software company, with all permanent staff owning share options. The working atmosphere is collaborative and welcoming. At the same time, we take our work seriously and have ambitions for the company to grow. 

As Scotland’s first software house, coming into existence as part of Heriot-Watt University in 1969 we have a long and stable history and have been operating for more than 50 years.

CAS is based on the Heriot-Watt Research Park to the West of Edinburgh.

Our main product, Workpro, is an established case management system, used across a range of industries including government organisations, financial services and human resources departments. 

Organisations use Workpro to manage cases as part of a business processes, for example in financial services, a case might be a complaint from a customer about service provided to them by the company. 

Workpro supports case handlers by allowing them to capture all relevant data about a case in one place, to easily create documents and emails relating to the case, to manage their workload by creating tasks within the system and tracking their completion, and more.

What can we offer you?

• Competitive salary
• Work life balance – flexible hours
• Hybrid working. Great location on Heriot Watt campus, with free parking and easy access via public transport, for days when you work in the office
• Training, giving you the opportunity to take on real responsibility quickly
• Inclusive, supportive, friendly culture
• 35 days annual leave per year (pro rata)