We help organisations to reduce the time and cost of producing correspondence by using information workflow apps, speech recognition software and digital dictation hardware and software. We are a trusted partner to our clients in the public and private sectors, working closely with them to understand the issues they face and creating efficient ways of working that make a positive contribution to their financial and organisational efficiency.
Duties
* Logging support calls received via email and telephone into CRM
* Responding to and resolving support calls in respect to SLA’s
* Follow set-out escalation process where applicable
* Communicate well with both internal & external parties
* Log and maintain any ongoing site issues in Customer Issues Log
* Maintain relationships with customers
* Available for rotation of 8am-4pm shifts to carry out health checks of customers servers
* Maintenance of Customer’s Server sheets as account / configuration details change
* Testing applications released from Development team
* Identify opportunities of how we can further help customers and share with wider team
* Support Sales Team by creating proposals for smaller items e.g. Hardware and Templates
* Support Projects Team with onsite support and installations when required
* Support of Hardware Engineer by logging and encrypting devices as required
* Knowledge sharing with colleagues
Skills
* Understanding of SQL queries
* Experience with Office & Office365
* Understanding of IIS
* Understanding of basic desktop support
* An understanding of peripheral device connections e.g. USB
Competencies
* Effective communication skills
* Technically minded
* Diligent in work
* Committed / take ownership
* Understanding of troubleshooting process
* Willingness to learn
Customer Support Experience:
* Effective communication skills to interact with customers and internal teams.
* Ability to maintain and build strong customer relationships.
* Experience in troubleshooting and resolving technical issues.
* Commitment to providing regular updates to customers on the progress of their cases.
Relationships
The individual will report to the Service Desk Manager and will be expected to communicate heavily with:
* Projects Team when escalating a case for further help & advice
* Administration team who will manage the phone lines and pass calls through
* Sales team when passing on sales requests that may need further input
* Development team for reporting on bugs found and testing on new releases
* IT staff of customers
* Customer Communication is key. The individual must make sure the customer is aware of progress of a case with regular updates.
Starting at £23,000 up to £29,000 Dependent on level of experience.
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