Customer Support Specialist

 

Position Profile:

 

The Customer Support Specialist has responsibility for implementing best practice support procedures, resolving client support issues, capturing and reporting on those issues, assist in documentation of client training materials and testing software releases prior to implementation on client’s production environments – in line with the company’s procedures.

 This position reports to the VP of Customer Care and plays a lead role in:

Ø       Supporting clients to minimize software downtime

Ø       Assisting Professional Services generate profitable revenue by identifying opportunities to sell services and consultancy through a proactive understanding of the clients needs

Ø       Providing world class client support and documentation through the maintenance of a user support knowledgebase

Ø       Influence product integrity, stability, revisions, and evolution based on customer feedback

Ø       Carry out testing of newly developed functionality before it is installed in the client’s production environment to verify correct operation of software

Ø       Provide a point of reference within the operations team for product features, their underlying principals, usage and capabilities

 

Principal Accountabilities:

q       Manage and maintain a Support Desk to provide first line support for clients.

·          Operation of the helpdesk software (HEAT)

·          1st line support and troubleshooting using remote access tools and knowledge base

·          Upkeep and maintenance of the helpdesk knowledge base

·          Upkeep and maintenance of client support contact information

 

q       Become a product ‘Power User’ with functional knowledge of each implementation

·          Provide technical product support within Clients’ Service Level Agreement

·          Investigation and correction of errors, and management of defect reporting from clients

·          Manage communication with clients to provide progress updates

 

q       Develop and manage the provision of proactive support desk management reports – both for the client and KSS employees

q       Liaise with the company’s Development Team to highlight functionality that could be improved or developed

q       Liaise with Professional Services to indicate revenue opportunities e.g. reports, training, new requirements

q       Work with relevant employees and liaise with clients to develop, produce and maintain training materials to ensure product users are maximizing the software’s functionality

q       Work with relevant employees to rigorously test new functionality and fixes prior to installation on client servers

q       Develop effective working relationships with other departments, groups and personnel with who work must be coordinated or interfaced

q       Where required, adopt flexible work time schedules and perform after-hours “standby� duties on a rotational basis

 

     Position Requirements:

q       Excellent SQL knowledge – both theoretical and practical

q       Strong time-management skills and experience in dealing with clients in a time-critical, demanding environment

q       Strong sense of application, discipline and rigor

q       Strong analytical and problem solving skills with an ability to think outside the box

q       Ability to work well under pressure maintaining a systematic and logical approach

q       Excellent communication abilities – both written and oral

q       Prepared to work a flexible schedule where required

q       Experience of client interaction on a technical or project basis, ideally within an IT/software company

q       Degree in relevant IT, Engineering or Analytical business subject

q       Professional qualifications desirable

q       Relevant product domain experience is preferred.