This role will involve providing support and technical advice to software users for SaaS software solutions including a business management tool and a safe control of operation work system.
The individual in this role will provide both 1st and 2nd line support, collecting and analysing information of a users time-sensitive issues and troubleshooting during a support call to get their work rolling immediately, or working with the development team to solve more technical and time consuming issues that cant be solved over the phone.
This will require you to be involved in our software development process to ensure that you have specialist knowledge on the systems to be able to analyse whether the issue is on the user side or whether they have uncovered a bug in the system.
Key responsibilities
1. Taking calls from users to gather information on their issue/query and identifying how to solve the problem
2. Logging all users issues in our support system and keeping users updated with progress on a ticket
3. Generating weekly reports on issues reported and solved
4. Ensure that all SLASs are met and reporting on potential threats to SLA compliance
5. Identifying common user issues and reporting to the development team with suggestions for possible modifications to the software to streamline the user experience
6. Identifying that an issue can not be solved over the phone and escalating it ...