Trainee Application Support

Recruiter
1ST CHOICE COMPUTER AND MANAGEMENT APPOINTMENTS LIMITED
Location
Kent
Posted
12 Apr 2018
Closes
18 May 2018
Contract Type
Permanent
Hours
Full Time
Trainee Application Support Maidstone £17-23k VR/02261R The role in summary Our client is looking for a Technical Support Consultant to be part of a growing telephone support team, assisting their corporate and professional customer base with a wide range of software queries and product advice. About you and your skills You will be articulate, with an excellent telephone manner and the ability to communicate at all levels. Accounts experience and strong IT skills would be a distinct advantage. Core skills required are: The ability to build customer relationships The ability to manage and prioritise customer queries The energy and enthusiasm to maintain a high volume of inbound calls To be willing to listen to and support colleagues You’ll be given full training to develop your product knowledge and customer service, but you’ll be joining a team where collaboration and creativity is actively encouraged in order to develop your skills and improve team performance. Primary responsibilities Frontline telephone Technical Support Logging of calls taken and action taken in contact management software either directly from the telephone, email or from Voicemail Dealing with customer emails and similar communications. Keeping all email correspondence up to date and filed within the customer directories. Diagnosing software problems or faults and solving technical and applications problems, either over the phone, by remote access or by email Talking customers through a series of actions, over the telephone For all requests that cannot be directly resolved providing an effective interface between users and other departments. Monitoring progress and applying escalation procedures for problems not progressing satisfactorily. Handling all complaints and enquiries efficiently and professionally Proactively assisting users in making effective use of the software available to them Following diagrams and written instructions to repair a fault or set up a system Updating self-help documents so customers/other team members can try to fix problems themselves Supporting the roll-out of new applications or updates Rapidly establishing a good working relationship with customers Working continuously on a task until completion (or referral to third parties, if appropriate) Escalating of calls where necessary to more senior members of the team/manager Assisting more junior staff with customer calls Training more junior staff where necessary Representing the company and department at exhibitions/demonstrations/customer sites as required Planning and organising own work in a rapidly changing and technical environment Maintaining other support tools such as the ftp site, CRM system, VoiceMail and Knowledge Base Recording system enhancements and bugs in the internal bug register Escalating to Senior, bugs to be recorded on the International bug register

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