Software Support Specialist
07 Jun 2018
GLM Business Support Ltd
Newcastle upon Tyne,Northumberland,United Kingdom
RIBA Software Suppor
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DescriptionA brand new opportunity has arisen for a Software Support Specialist to work for a leading company based in the City Centre of Newcastle.
This is a permanent position starting in August.
The ideal candidate will have previous experience supporting businesses/customers both over the phone and via web chat with solutions with software/technical issues and have a stable career history to date.
Provide frontline support to UK and international customers via telephone, email, instant chat, support ticket and remote assistance to ensure products are being used effectively.
? Actively listen to customers who are encountering difficulties and provide the best solution to ensure the problem is resolved.
? Take ownership of reported software issues logging them appropriately and liaising with the relevant teams to ensure they are resolved effectively.
? Maintain customer details in the company CRM system.
? Testing of new products and services.
? Development and maintenance of online support materials.
? Support incident reporting.
? Maintain a comprehensive knowledge of the company’s products and services and make recommendations to customers where appropriate.
? Whilst the company is expanding into new territories around the world, there may be a temporary need to work unsupervised from home (all equipment will be provided and an unsociable allowance payable for doing so) in order to provide high quality support for customers in different timezones.
? Excellent customer service ratings
? High productivity levels
? Positive time to resolution rates for customer interactions.
? Excellent customer service and interpersonal skills
? Problem solving, patience and persuasion skills
? Effective communication skills including active listening
? Professional telephone manner
? Excellent time management skills
? Ability to work effectively as part of a team and independently
? Organised approach to work
? Demonstrable knowledge of Microsoft Windows (Windows 7 and above, Server 2003 and above) desirable
? Willing to learn
? Network experience desirable
? Knowledge of Citrix and Mac OS (would be an advantage but not essential)
? Knowledge of web servers and proxy servers (would be an advantage but not essential)
? Demonstrable experience of making out-bound calls to customers
Working 35 hours per week, shifts between 8am-8pm
Excellent company benefits including 25 days holiday plus bank holidays, pension and more.
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