· Provide first line Help Desk Support to existing customers
· To provide a central point of contact on all installation related issues for both internal and external personnel.
· To co-ordinate the activities of the installations department
· Provide pre and post sales assistance where necessary
· Software testing
· To compile and prepare regular management reports on installation activity.
· Any other duties as reasonably defined by the Customer Services Manager
· To proactively seek out improvements to the customer's support relationship with the company.· To provide support to the Implementation team and sales team on the company products as required
· To maintain the case queue at a level required by the Customer Services Manager and to make sure that the age of cases never reaches an unacceptable level
Specific Duties
· Creating cases on the companies Call Logging / CRM system from customer contacts
· Resolving First Line Cases
· Owning the administration of Installations including issuing and advising through completion of the pre-installation pack
· Co-ordinating the scheduling of installations and Training Diaries
· Attending training to develop relevant knowledge, techniques and skills.
· Adhering to health and safety policy, and other requirements relating to care of equipment.
· Undertaking such delegated duties as may be required by the Customer Services Manager
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· 1+ years experience in a support type environment supporting customers on technical, software or database related issues
· Visual Basic and Database Skills are desirable
· Excellent Communication Skills
· Analytical mind
· Some client facing exposure including site visits
· Full clean drivers licence
Specific Skills
· Evidence the above
· Be user orientated – places meeting customers’ needs as a top priority, and can communicate professionally with clients
· Have good Planning & Organisation skills – is methodical and can prioritise a number of urgent tasks
· Have good Interpersonal skills – can work with other teams to resolve outstanding queries
· Be a problem solver – is able to analyse problems, suggest solutions and locate information required for resolution
· Show resilience - can work calmly under pressure
· Demonstrate experience of all Microsoft operating systems
· Demonstrate experience of all Office suites
