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