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Peaple Talent have partnered with a market-leading software company based in Poole, who are expanding their support function and recruiting for Application Support Engineers. You will be working within a fantastic team responsible for supporting, investigating, and managing support tickets, resolving issues where possible, and triaging problems to ensure tickets are processed and resolved in accordance with customer SLAs and high service quality.
Occasional on-site visits are required, so a driving license and access to your own vehicle are essential.
Key Accountabilities
1. Ownership and management of tickets, in accordance with SLAs and priorities, following ITIL-based incident and problem management processes.
2. Managing software applications and hardware services.
3. Resolving issues, updating customers, closing tickets, and documenting solutions as needed.
4. Handling inbound telephone calls.
5. Processing emails received in the support team shared mailbox.
6. Creating and updating support documentation and knowledge articles.
7. Investigating and troubleshooting reported issues with the team.
8. Escalating issues and risks appropriately.
9. Providing printer and terminal support.
10. Creating and updating reports and dashboards within Zendesk.
11. Providing out-of-hours on-call support (overnight and weekends) to VIP customers on a rota basis.
12. Supporting clients on-site when required.
Required Professional Skills and Experience
* Technical and application support experience.
* Experience working in an ITIL-based team.
* Experience managing strict customer SLAs.
* High proficiency in MS Office applications: Word, Excel, Outlook, etc.
* Experience working within software development environments.
* Understanding or experience with technical languages such as XML, CSV, JSON, SQL.
* Experience with BI tools.
* Experience using Jira and Zendesk.
* Business-to-business customer service experience.
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