Company - Leading IT and Software Developer
Job Title - Technical Support Engineer
Location - Poole, Dorset
Salary - £23k - £30k
Wehave an exciting new opportunity for a technically skilled and highly personable, customer focused individual to be part of our clients growing technical support department.
Reporting to the Technical Support Supervisor/Manager the successful candidate will be responsible for ensuring that customer queries are dealt with in a technically proficient and friendly manner, within defined contractual SLA’s.
KEY RESPONSIBILITIES:
* Delivery of high-quality technical support to partner or end user.
* Respond to technical queries from customers by telephone,email and or remote assistance
* Diagnose sofware and hardware faults.
* Accurately log / update all helpdesk tickets with customer correspondence using our helpdesk software package (Salesforce/Service Console)
* Identify and report product quality issues via the approved process.
* Identify,make recommendations to improve quality of product documentation.
* Create or update helpdesk documentation (including FAQ & technical guides).
* After training and upon attaining the required level of product knowledge
o Provide technical assistance to internal teams.
o Mandatory participation in the out of...