Support Specialist

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Success factors

High level time management and organisation skills to exceed the expectations of the client
Ability to build strong relationships and establish rapport
Commitment to learn new skills and adapt to changing environments quickly
Exceptional communication and judgement skills
Excellent problem solving and decision making skills with high attention to detail
Strong sense of urgency with the ability to handle multiple priorities simultaneously
Commitment to learn new skills and adapt to changing environments quickly

Support

  • Managing cases, issues, requests and enhancements using Freshdesk
  • Ensuring all ticket communication is effective and pro-active with clients/partners being aware of status and actions
  • Ensuring that Customer Software is fully operational and any loss of service is restored in a timely and efficient manner
  • Providing a high level of service to our customers and adhering to our strict SLAs for response and restoration times
  • Problem determination, workaround resolution, initial investigation of root cause
  • Ensure that solution and application support documentation is maintained to the highest quality and accuracy
  • Deployment of service releases, patches, requests and customisations

Upgrades and maintenance

  • Assisting the technical team with the roll out of a new version to all customers
  • Working as part of a team to ensure that upgrades are completed with high quality and on time

Skills

  • Strong communication skills (English)
  • Excellent organisational and time management skills
  • Strong customer service ethos
  • Problem solving skills
  • Intermediate knowledge of Windows software
  • Intermediate PC skills
  • Ability to work autonomously
  • Ability to work as part of a team
  • Ability to learn new software
  • Ability to understand and follow written/verbal instructions

Good to have

  • Understanding of SQL 2016
  • Knowledge of Point of Sale software
  • General understanding of retail business

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