CDER Group Ltd

CDER Group Ltd in Tees Valley is looking for an Application Support Technician to provide technical support for the Edge collection platform. The role involves responding to user queries, managing incidents via Jira, and collaborating with technical staff to ensure timely resolutions. Candidates should have strong problem-solving skills, good SQL knowledge, and at least 2 years of technical support experience. Benefits include flexible working hours, gym membership contributions, and a company pension.

About CDER Group Here at CDER Group we support and help clients recover money that is owed to them compassionately and compliantly. We understand that everyone is different and with our unique approach to fairness we ensure that clients, customers, and employees are treated fairly, supporting our customers to repay any outstanding money owed. As the largest technical debt collections and enforcement company in the UK, we are proud to work on behalf of clients such as Highways England, Transport for London, HMCTS, HMRC and DVLA. Department: IT Application Support Location: Darlington & Bolton office Reporting to: Edge Support Manager Hours: Full Time - 35 hours per week Monday to Friday Introduction This role supports the business and a subsidiary part of the CDER Group whilst also supporting the wider IT team. This role reports into the Edge Support Manager and provides technical support of the Edge collection platform to end users as well as responding to incidents, alerts, and system performance issues. The Application Support Technician will respond quickly and effectively to support requests from users, clients, and partners. These will be reported and logged through our ticketing system, Jira, and the candidate will work alongside local and remote technical staff to ensure that every inquiry receives a timely and quality service. Benefits Gym membership contribution: we will give you up to £20 per month towards your gym membership Company pension 24/7 employee assistance programme Company sick pay Referral programme Discounts and savings available on our bespoke staff rewards platform Free onsite parking (excluding City of London) Cycle to work scheme 25 days holiday, rising to 28 Regular subsidised social events Voluntary service opportunities to a charity of your choice - up to two days per year Long service awards Enhanced family leave Working hours that are flexible Extra holiday days available to buy, up to five days per year Unlimited refreshments, regular mouth-watering treats and healthy snacks each week Responsibilities Provide technical support for basic/common requests relating to the Edge platform. Provide technical support handling more complex tasks that require more technical knowhow, deeper analysis, and possible changes to system configurations. Investigate and provide analysis of issues for escalation to our external 3rd line developer support where required. Record all conversations and findings on a ticket within the Jira service desk platform. Raise configuration change or development requests to relevant teams. Respond to problem tickets effectively, diagnose the cause of the issue, remediation action required, capture lessons learned and provide solutions for monitoring and mitigating recurrence. Respond to incident tickets effectively, diagnose the cause of the issue, remediation action required, capture lessons learned and provide solutions for monitoring and mitigating recurrence. Assist in providing training to end users. Effective triage and root cause analysis to determine the most appropriate corrective action when issues with Edge processing are identified. The correct and timely application of corrective actions & remediation to fix issues with Edge processing. React to the relevant validator alert, investigate and analyse the issue and resolve it as well as determining long term solutions to fix the problem at source. Deal with alerts as they happen and resolve the issues as well as determining long term solutions to fix the problem at source. Fix, remove or minimise issues by optimising the way in which the business uses Edge. Identify, document, and mitigate risks. Ensure the correct and timely functioning of all Edge processes. Create and monitor system dashboards ensuring business processes are working as expected, identifying bottlenecks, inefficiencies, or capacity issues. Personal qualities and skills Good level of education including GCSEs in Maths and English at grade C or above is essential. College or University education in IT, Software Development or similar. IT literate, proficient in Microsoft Office Packages. Customer service skills demonstrating empathy and patience. Analytical skills. Competent in writing technical documentation. Good SQL writing skills for data retrieval and report creation. At least 2 years previous experience providing technical support. Experience of configuring and implementing new processes. Capacity to work effectively whilst remaining calm under pressure. Ready to Join Us? CDER Group are proud to be an Equal Opportunities Employer. We celebrate diversity and equal opportunities and are committed to creating an inclusive environment for all employees that represents a variety of backgrounds, perspectives and skills. If you require any assistance or accommodation due to a disability, please contact the HR department.

CDER Group Ltd in Tees Valley is looking for an Application Support Technician to provide technical support for the Edge collection platform. The role involves responding to user queries, managing incidents via Jira, and collaborating with technical staff to ensure timely resolutions. Candidates should have strong problem-solving skills, good SQL knowledge, and at least 2 years of technical support experience. Benefits include flexible working hours, gym membership contributions, and a company pension.

About CDER Group Here at CDER Group we support and help clients recover money that is owed to them compassionately and compliantly. We understand that everyone is different and with our unique approach to fairness we ensure that clients, customers, and employees are treated fairly, supporting our customers to repay any outstanding money owed. As the largest technical debt collections and enforcement company in the UK, we are proud to work on behalf of clients such as Highways England, Transport for London, HMCTS, HMRC and DVLA. Department: IT Application Support Location: Darlington & Bolton office Reporting to: Edge Support Manager Hours: Full Time - 35 hours per week Monday to Friday Introduction This role supports the business and a subsidiary part of the CDER Group whilst also supporting the wider IT team. This role reports into the Edge Support Manager and provides technical support of the Edge collection platform to end users as well as responding to incidents, alerts, and system performance issues. The Application Support Technician will respond quickly and effectively to support requests from users, clients, and partners. These will be reported and logged through our ticketing system, Jira, and the candidate will work alongside local and remote technical staff to ensure that every inquiry receives a timely and quality service. Benefits Gym membership contribution: we will give you up to £20 per month towards your gym membership Company pension 24/7 employee assistance programme Company sick pay Referral programme Discounts and savings available on our bespoke staff rewards platform Free onsite parking (excluding City of London) Cycle to work scheme 25 days holiday, rising to 28 Regular subsidised social events Voluntary service opportunities to a charity of your choice - up to two days per year Long service awards Enhanced family leave Working hours that are flexible Extra holiday days available to buy, up to five days per year Unlimited refreshments, regular mouth-watering treats and healthy snacks each week Responsibilities Provide technical support for basic/common requests relating to the Edge platform. Provide technical support handling more complex tasks that require more technical knowhow, deeper analysis, and possible changes to system configurations. Investigate and provide analysis of issues for escalation to our external 3rd line developer support where required. Record all conversations and findings on a ticket within the Jira service desk platform. Raise configuration change or development requests to relevant teams. Respond to problem tickets effectively, diagnose the cause of the issue, remediation action required, capture lessons learned and provide solutions for monitoring and mitigating recurrence. Respond to incident tickets effectively, diagnose the cause of the issue, remediation action required, capture lessons learned and provide solutions for monitoring and mitigating recurrence. Assist in providing training to end users. Effective triage and root cause analysis to determine the most appropriate corrective action when issues with Edge processing are identified. The correct and timely application of corrective actions & remediation to fix issues with Edge processing. React to the relevant validator alert, investigate and analyse the issue and resolve it as well as determining long term solutions to fix the problem at source. Deal with alerts as they happen and resolve the issues as well as determining long term solutions to fix the problem at source. Fix, remove or minimise issues by optimising the way in which the business uses Edge. Identify, document, and mitigate risks. Ensure the correct and timely functioning of all Edge processes. Create and monitor system dashboards ensuring business processes are working as expected, identifying bottlenecks, inefficiencies, or capacity issues. Personal qualities and skills Good level of education including GCSEs in Maths and English at grade C or above is essential. College or University education in IT, Software Development or similar. IT literate, proficient in Microsoft Office Packages. Customer service skills demonstrating empathy and patience. Analytical skills. Competent in writing technical documentation. Good SQL writing skills for data retrieval and report creation. At least 2 years previous experience providing technical support. Experience of configuring and implementing new processes. Capacity to work effectively whilst remaining calm under pressure. Ready to Join Us? CDER Group are proud to be an Equal Opportunities Employer. We celebrate diversity and equal opportunities and are committed to creating an inclusive environment for all employees that represents a variety of backgrounds, perspectives and skills. If you require any assistance or accommodation due to a disability, please contact the HR department.

Salary: Up to £40,000 (dependent on experience) Reporting to: Group Head of IT Responsible for: Acting as the subject matter expert (SME) for CDER Group's dialler and customer contact centre platforms. Hours:35 hours over 5 days / Monday - Friday shifts between 07:00 to 18:00 About CDER Group Here at CDER Group we support and help clients recover money that is owed to them compassionately and compliantly. We understand that everyone is different and with our unique approach to fairness we ensure that clients, customers, and employees are treated fairly, supporting our customers to repay any outstanding money owed. As the largest technical debt collections and enforcement company in the UK, we are proud to work on behalf of clients such as Highways England, Transport for London, HMCTS, HMRC and DVLA. Introduction The AI Technician will act as the subject matter expert (SME) for CDER Group's dialler and customer contact centre platforms, driving efficiency, automation, and innovation across all group companies (CDER, Rundles, Advantis, CES). The role focuses on designing, building, and optimising outbound/inbound campaigns, maintaining platform performance, and supporting integrations between key systems such as Edge and Orca. What's in it for you? Gym membership contribution: we will give you up to £20 per month towards your gym membership Company pension 24/7 employee assistance programme Company sick pay Referral programme Discounts and savings available on our bespoke staff rewards platform Free onsite parking (excluding City of London) Cycle to work scheme 25 days holiday, rising to 28 Regular subsidised social events Voluntary service opportunities to a charity of your choice - up to two days per year Long service awards Enhanced family leave Working hours that are flexible Extra holiday days available to buy, up to five days per year As if that wasn't enough, we even provide you with unlimited refreshments, regular mouth-watering treats and healthy snacks each week Responsibilities Own and develop expertise in dialler and contact centre platforms across the group. Configure and optimise dialler strategies (predictive, progressive, preview). Build, test and manage inbound and outbound campaigns, including segmentation and pacing whilst introducing AI bots. Monitor performance and deliver continuous improvements based on KPI analysis. Support and enhance integration between Edge/Orca and dialler systems. Troubleshoot system, dialler and data flow issues, working with vendors where needed. Implement AI and automation opportunities to improve customer and operational outcomes. Ensure regulatory compliance (FCA, GDPR, Ofcom) across all dialler activities. Collaborate with Contact Centre's across the CDER Group. Collaborate with Digital Transformation team. Onsite and Remote support and occasional travel to other sites to provide contact centre support Key outcomes / KPIs Improved dialer efficiency and agent productivity. Reduced downtime and operational disruption. Successful adoption of AI-driven enhancements. Take part in occasional out-of-hours maintenance to complete tasks that cannot be completed within normal office hours Any other ad hoc tasks that may be required that commensurate with the level of the post. Personal qualities, experience and skills Good knowledge in administration of Microsoft o365 Good knowledge of dialler platforms Experience with contact centre platforms or dialler systems. Strong understanding of campaign management and dialler strategies. Experience supporting system integrations (APIs, data feeds, or middleware). Strong analytical and problem-solving skills. Ability to manage multiple priorities in a fast-paced environm Experience of working and exceeding SLA based targets Technical Proficiency, a strong understanding of IT systems fundamental Capacity to work effectively whilst remaining calm under pressure Confident Team Player Take pride in presentation of work and self ITIL accreditation Scripting knowledge Knowledge of Jira ITSM Advanced Microsoft admin skills Experience with Edge, Orca or similar platforms. Exposure to AI or automation in contact centre environments. SQL or data analysis skills. Knowledge of financial services or debt collection environments. Ready to Join Us? Apply now and start your journey with CDER Group, where you can make a real difference while growing your career. CDER Group are proud to be an Equal Opportunities Employer. We celebrate diversity and equal opportunities and are committed to creating an inclusive environment for all employees that represents a variety of backgrounds, perspectives and skills. If you require any assistance or accommodation due to a disability, please contact the HR department.