Software Support Consultant

EMS Technical Personnel Limited
London (Greater)
07 Nov 2017
15 Nov 2017
Contract Type
Full Time

Our clients is a leading provider of cutting edge software into the broadcast and media space, they are looking for Software Support Consultant to join their expanding support team which based in West London. The Software Support Consultant will analyze client data, resolve issues and work on client projects to create better software solutions and processes. This is not a Call Centre role. Because of the responsibility provided to our Customer Support team, they are always kept aware of Company and client initiatives and are expected to maintain a big-picture view of the projects they work on, as well as the development of the Company as a whole.

Main Duties and Responsibilities

  • Be the first point of contact on all incoming support requests, including functional questions, technical issues, enhancement requests and bug reports
  • Provide guidance and instruction to all clients calling for support
  • Resolve issues and questions via phone, email or online tracking tool
  • Gather information and escalate high-level issues to appropriate party as necessary
  • Act as liaison between development and client on any issues escalated to development
  • Manage delivery and tracking of application upgrades and patches to clients
  • Write release notes and other release specific documentation
  • Document incoming issues and the solution in internal ticketing system
  • Document bug reports/enhancement requests in internal database
  • Keep client informed of status on all outstanding enhancement requests and bug reports
  • Able to work 9-5.30pm Monday ? Friday

Skills, Qualifications and Experience

  • 1-2 years of related work experience
  • Educated to Degree level
  • Excellent verbal and written communication skills. Must be able to communicate effectively and confidently with clients, team members and management
  • Ability to quickly learn new software functionality/products and business concepts
  • Ability to break down and explain advanced functional/technical concepts to end users
  • Capable of multi-tasking and prioritizing in a fast paced work environment
  • Ability to perform basic troubleshooting activities
  • High comfort level working with technology (SQL/Databases, FTP, Client/Server computing, Outlook)
  • Exceptional organizational skills and must be detail oriented
  • Cable Industry experience and/or experience providing software support to end users a big plus

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