Job Description
The primary purpose of the role is to analyse and resolve queries/problems that are raised by customers of Origin Software.
Key Duties & Responsibilities
Duties will be:
1. To provide the highest level of customer assistance giving advice and guidance on all issues, dealt with in accordance with the Support Code of Practice and Maintenance contracts. Measured through productivity, closure rates and customer satisfaction
2. Manage assigned Incidents effectively and efficiently in accordance with Support processes and procedures
3. Keep customer information systems (Jira Service Desk) up to date with all incidents and any other relevant customer contact activity
4. Share information with other team members on key trends and new issues, responding quickly to requests for assistance
5. Provide regular updates to knowledgebase ensuring information gathered is relevant and informative
6. Review functionality changes to the product proposed by the product management and delivery departments
Qualifications
7. Software application support
8. Good general knowledge of Information Technology
9. Working knowledge of SQL (PL/SQL preferred)
10. Good knowledge of general Oracle systems, training will be provided on the specific systems being used although an understanding of Oracle support would be beneficial
11. Ability to prioritise and manage work in a customer focused environment, working to stringent SLA’s
12. Ability to work with others as part of a team
13. Excellent communication skills particularly with customer representatives in writing and verbally
14. Ability to both shape, enhance and follow standard procedures
15. A good understanding of ITIL and applying this framework to the working environment
Additional Information
We are proud of the benefits we offer employees of NEC Software Solutions
16. 25 days paid holiday with the option to buy/ sell
17. 4 x basic salary life assurance cover (with the option to increase cover at an additional cost)
18. A Group Pension Plan
19. A selection of flexible benefits to suit your individual needs