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Role: Application Support Consultant Salary: Up to £33'00 DOE Location: Southampton HQ - Initially 5 days a week, gradually decrease to 1 day a week on site Experience Required: Excellent written and verbal communication skills, with a confident telephone manner. Customer facing with good customer service skills. Committed to ensuring customer support issues are resolved within agreed time limits. Ability to manage & prioritise your own workload. A team player with the ability to work on your own initiative. Excellent analytical & problem-solving skills. A willingness to keep up to date with system developments, and a desire to learn are essential. Willingness to accept ownership and see a problem through to resolution. Enjoy the challenge of a busy support helpdesk. An ability to demonstrate a strong technical knowledge in at least one other ERP software package is an advantage. Experience working within a software support environment. Database and SQL skills are a distinct advantage. Responsibilities: To provide high quality remote support to customers and troubleshooting technical issues. Front line support, troubleshooting and resolving support cases via telephone, email and remote access. Back line investigative support where a more detailed analysis is required and escalating problems where necessary. Responding to customers in a timely and professional manner. Maintaining comprehensive case records on the CRM system - Microsoft Dynamics. Prioritising cases to ensure agreed SLAs are achieved. Documenting software defects and program changes for the software author, Intact. Testing and evaluating configuration and release changes. Applying configuration changes and fixes to a "live" environment. Upgrading sites with new releases and fixes. Supporting customer implementations and site "go-lives". Provide training to customers and colleagues as required. To carry out any other support duties as the service requires