International Technical Support Representative

This company is a worldwide leader in providing information access and management solutions through print and electronic journal subscription services, online access research database development and production. In serving the library and business communities for more than 70 years they not only provide solutions for information management issues, but also a total cost benefit through the handling of information and procurement needs through one service provider.

They are currently looking to recruit an International Technical Support Representative to work in a close-knit team to provide technical support to customers of their database products. The successful candidate will be technically minded and enjoy investigating issues and problem solving.

Primary responsibilities include:

Technical support
- Answer customers' questions, (technical and service related) and resolve concerns within 24 hours where possible via telephone, e-mail, online etc.
- Follow up with customers as necessary to ensure their issues have been resolved
- Become an advocate on behalf of customers for issues, enhancements and defects
- Act as a liaison between customers and internal groups as necessary.
- Ensure all customer communications and activities are logged in our Customer Relationship Management system
- Make proactive contact with customers regarding feature utilization
- Handle internal questions regarding our services
- Provide training to colleagues and staff when requested
- Prioritize tasks in a fast paced environment

Personal Development
- Actively involved in setting personal objectives and strive for 100% achievement
- Attend all recommended and appropriate training sessions
- Use available tools to measure personal productivity
- Take personal responsibility for own role in achieving department and organisational strategic objectives

The successful candidate will have:
- A good understanding of supporting online products and/or computers
- Experience of working in a professional environment
- Proficient data entry and processing skills
- Excellent attention to detail and accuracy to work
- Responsive and quick to learn and update knowledge
- Pro-active with a 'can-do' attitude
- Ability to perform to expected standard under pressure
- Literacy and numeracy skills

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