Key Responsibilities:
Triage support cases as they are logged with the KCS, ensuring that each case is reviewed for:
Being raised at the right priority according to the Service Level Agreement
Validity of the request against the customers Service Level Agreement and if this is not a valid support issue to liaise with the relevant internal teams to progress
The right information required for the support team to investigate the issue raised by the customer
Available knowledge articles than can be provided to the customer
To ensure support cases are assigned to the correct team to be actioned
Schedule downtime with customers for cases to be actioned where users need to be off the system
Pro-actively taking ownership of a wide variety of cases
Ensuring all cases are dealt with efficiently and promptly in accordance with the Service Level Agreement
Managing, prioritising, and progressing their adopted cases, in particular:
Effectively and promptly resolving cases
Providing work arounds to minimise the impact of problems when this is appropriate
Implementing solutions to the customers’ best advantage and ensuring the call resolutions meet the working and business practices of the customer
Escalating cases and seeking advice when appropriate
Using the call logging system correctly and ensuring that cases are updated on a regular basis with actions undertaken
Regularly updating customers regarding the status of their cases
Continually and pro-actively acquiring and retaining knowledge of KCS products and systems
Working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service
Alerting Senior personnel and their Manager and/or any of the other Support Managers as necessary regarding any sensitive customer issues
Following and applying the standard Commercial Software Support Procedures and Practices
Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with their Manager
Undertaking any other projects as required by their Team Leader, Manager or Service Delivery Director
Special Conditions:
Alternating weekly shift pattern of 7.00am – 4.00pm and 10.00am – 7.00pm, with an hour unpaid lunch break
Skills, Knowledge and Experience:
Experience in a customer-focused role
In the process of or have completed an IT degree or diploma
Any understanding of software and/or software support environments is an advantage.
Basic grasp of business processes and operations or finance processes or technical aspects such as systems maintenance and architecture.
Click Here To Apply
