Customer Support Technician

21000.00 - 25000.00 GBP Annual + plus benefits
09 Nov 2016
02 Dec 2016
IT, IT Support
Contract Type
Full Time
Crystal Reports, SQL queries, Networking, Windows Server, Crystal Reports, SQL, Customer or application support, Help desk, Zen desk, Gloucester, Customer Support Technician

Role: Customer Support Technician
Location: Stonehouse, Gloucestershire
Reports to: Customer Support Team Leader
Salary: ??21000-??25000+Benefits

The Role:

The primary function of this role is to be a first point of contact within our Customer Support team, providing telephone, email and remote support directly to our customers. You will be expected to deliver the highest standards in customer service, you will gain exposure to a number of disciplines, including: Application support and operational advice, software installation and configuration, databases and reporting and delivering Software as a Service (SAAS). This is an excellent opportunity, offering great prospects, to be involved in a key business area during an exciting period of growth for the company.

The successful candidate will:

??? Deal with incoming customer support requests, logging and updating tickets where appropriate
??? Escalate issues, enhancement requests and business opportunities to the relevant departments
??? Provide remote support, via industry standard tools, to our desktop, server and mobile applications
??? Assist the Development Team with testing, documentation and feedback as required
??? Ensure that internal systems are kept up-to-date
??? Assist with the updating and day-to-day management of our Software as a Service platforms
??? Provide technical backup and application knowledge to all business areas where required

Desirable skills:

??? Broad understanding of IT
??? Assist with the creation of reports for both customer and internal use, primarily using Crystal Reports and SQL queries
??? Experience or qualifications in one or more of the following: Networking, Windows Server, Crystal Reports, SQL
??? Experience of delivering customer or application support
??? Strong systems fault-finding and analytical skills
??? A good communicator-face-to-face, telephone, written, email. They are able to converse with non-technical people on IT issues without jargon and are able to build and maintain good relationships with clients and colleagues
??? Creative and innovative problem solver

You will also have external training towards an ITIL accreditation and work within an established and friendly team. The role has become available due to an internal promotion. Please forward your CV for immediate feed-back or interview.

Crystal Reports, SQL queries, Networking, Windows Server, Crystal Reports, SQL, Customer or application support, Help desk, Zen desk, Gloucester