Support Consultant
- Recruiter
- Confidential
- Location
- Edinburgh
- Salary
- Competitive
- Posted
- 24 Sep 2020
- Closes
- 06 Oct 2020
- Sectors
- IT, IT Support
- Contract Type
- Permanent
- Hours
- Full Time
The Support Consultant will work as part of the Global Support Team under the guidance of the local SFCM Support Manager to provide support to clients and resolution of SFCM issues to be addressed by Global Team.
The Support Consultant will provide our clients support to help them use our application, resolve software and operational issues that may arise. Duties include addressing client issues, monitoring client systems, deploying software changes, updating documentation, recreating issues and providing ad hoc training.
Key Job Functions/Responsibilities
* Provide clients with great customer service on phone and email;
* Maintain issue status via internal issue tracking system;
* Deal with a variety of customers and situations with professional composure;
* Escalate issues appropriately to Support Team Level 3 resources and Engage Management and/or provide L3 solutions following standard Development lifecycle and protocols;
* Be a team player and collaborate with the Support Team to manage time, priorities, and resources;
* Act as Client Owner and manage Client expectations;
* Achieve individual and departmental targets on a consistent basis;
Basic Skill Level Requirements
* Must possess strong verbal and written communication skills;
* Working knowledge of Windows server-based technical environment is a plus;
* Critical thinking and problem-solving skills;
* Must be able to work outside daytime shifts, on a rotating basis, and to cover certain holidays where client organizations are open for business;
Experience:
* 2-3 years relevant experience in client software support or IT Development;
Skills:
* Experience working with systems using Oracle database, Java, .Net, Power Builder;
* Desire to learn basic programming skills;
* Prefer a working knowledge of Security Lending and Collateral Management, ideally with Front and Back Office experience;
* Detail-oriented with ability to multi-task;
* Proven ability to meet deadlines while working in a dynamic, fast-paced environment;
* Effective communication and analytical skills;
* Enthusiastic commitment to customer service;
* Interested in long term career growth within a customer support and service environment
The Support Consultant will provide our clients support to help them use our application, resolve software and operational issues that may arise. Duties include addressing client issues, monitoring client systems, deploying software changes, updating documentation, recreating issues and providing ad hoc training.
Key Job Functions/Responsibilities
* Provide clients with great customer service on phone and email;
* Maintain issue status via internal issue tracking system;
* Deal with a variety of customers and situations with professional composure;
* Escalate issues appropriately to Support Team Level 3 resources and Engage Management and/or provide L3 solutions following standard Development lifecycle and protocols;
* Be a team player and collaborate with the Support Team to manage time, priorities, and resources;
* Act as Client Owner and manage Client expectations;
* Achieve individual and departmental targets on a consistent basis;
Basic Skill Level Requirements
* Must possess strong verbal and written communication skills;
* Working knowledge of Windows server-based technical environment is a plus;
* Critical thinking and problem-solving skills;
* Must be able to work outside daytime shifts, on a rotating basis, and to cover certain holidays where client organizations are open for business;
Experience:
* 2-3 years relevant experience in client software support or IT Development;
Skills:
* Experience working with systems using Oracle database, Java, .Net, Power Builder;
* Desire to learn basic programming skills;
* Prefer a working knowledge of Security Lending and Collateral Management, ideally with Front and Back Office experience;
* Detail-oriented with ability to multi-task;
* Proven ability to meet deadlines while working in a dynamic, fast-paced environment;
* Effective communication and analytical skills;
* Enthusiastic commitment to customer service;
* Interested in long term career growth within a customer support and service environment