Main duties:
1. Prioritise all incoming support cases by providing initial contact and evaluate the cases to establish if it is a training requirement, product usage issue, or a potential software bug, managing accordingly.
2. Establish and document replication steps for issues and bugs, and populate the case notes with these details.
3. FTP + Data requests – ensure that processes are followed correctly, acquire data as needed, and ensure that this is stored appropriately.
4. Utilise customer service skills to manage cases through to resolution and escalate to Customer Support Manager where necessary.
5. Adhere to defined policies and processes, ensuring the support team always provides a consistent and professional service.
6. Assist the Support Team in its daily operations.
Key Skills:
* At least one year's experience in Service Desk/Application Support
* At least one year's experience in use of Case management tools (ticketing systems/CRM)
* Ability to work on own initiative as well as in a team
* Excellent experience with Microsoft Office products
* Excellent customer service skills
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