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1st & 2nd Line Product Support |
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Salary
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| £25 – 45K |
Job Description
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These positions are open to applicants from graduate to highly experienced level. Applicants should be appropriately qualified with ability to speak fluently a European language as well as English. They should be ambitious, self motivated, have a real ability to solve complex problems and have excellent communications and people skills. These positions provide an opportunity to join an award winning Customer Care team supporting our client’s software as it is used in Global 2000 companies.
As part of the Customer Care Support Team you will be responsible for providing technical support to customers in Europe, the Middle East, Africa and South America.
The position provides a great deal of variety, ranging from direct office-based telephone and e-mail support to off-site consultancy, pre-sales work, product demonstrations and seminars. The role will largely be based in either the Belfast or Newbury offices with some opportunity for travel.
JOB TASKS / RESPONSIBILITIES
• Post-sales technical support, advice and account management
• Investigation and diagnosis of customer reported incidents including software failures, enhancement requests and ‘how to’ questions
• Provide positive customer service and handle difficult and sensitive issues through high quality verbal and written communications |
Candidate Requirements
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MINIMUM PERSONAL REQUIREMENTS
The ability to speak English and another European language fluently (French, Spanish, Italian or Portuguese)
Strong problem solving skills through application of experience, research techniques using wide range of resources and hypothesis formulation and testing
Excellent verbal and written communication skills
Team player with an ability to work in a flexible manner.
Positive attitude to dealing with difficult technical problems
Extensive experience in software industry, preferably in a customer support role
Use of dumps, traces and other diagnostic tools
Windows and/or UNIX operating systems level knowledge
Relational databases, such as IBM DB2/UDB, Oracle, Microsoft SQL Server |
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