This is a great opportunity for an experienced, customer-focused technical professional seeking a software support role. The successful candidate will be responsible as part of the support team for actively managing incoming support incidents logged via our client's portal to meet customer service level agreements. They will be able to assure complete customer satisfaction through all stages of the support process.
The position includes, but is not limited to, the following:
• Screen incoming incidents at first contact and respond to customers requesting missing information ensuring high quality information capture.• Respond to information requests, requests for information, documentation queries, usability questions at first contact.• Troubleshoot and resolve technical incidents for customers• Identify software bugs and work with development team to resolve them• Document resolution of incidents and contribute to the Knowledge Base• Work under Service Level Agreements (SLA) to resolve incidents for customers, avoiding SLA breaches.• Participate on a 24/7 out of hours support roster
Ideally the candidate may have commercial experience in:• Strong and proven customer facing skills• Strong and proven application support skills. • Problem and issue management, classification and prioritisation skills • SQL Server 2008/2012 (use in support or developer roles)• Windows Server 2008/2012
Non-technical attributes • Hold a relevant third level degree or equivalent (a BSc. with a strong science or engineering content is preferred)• Possess excellent communication skills, with an emphasis on verbal and written communication.