Company based in Warrington are looking for a Support Desk Consultant.
Job Purpose:
To work as part of the Support Team providing pre and post sales customer support with the aim of achieving customer satisfaction, to contribute to the department’s business goals and adhere to the systems in place within the company.
Key Result Areas:
Providing excellent customer care, including:
Responding to calls/emails/faxes to the required level of service.
Investigating user problems and drawing on all available resources to provide a quality solution.
Identifying software problems and ensuring appropriate action is taken.
Following escalation procedures when complaints are received.
Keeping customers informed of the status of outstanding incidents, and any relevant product/release information.
Continually updating the Support Database (SupportLogix) during or at the end of each call with relevant information.
Collating information needed to resolve and progress problems.
Proactively looking at ways to improve our service to customers by being sensitive to customers needs.
Proactively looking at ways to improve product knowledge to be able to deal with advanced levels of calls.
Ensuring personal workload is managed effectively in co-operation with the Support Desk Manager.
Core Competencies:
Customer Focus, Team Work, Communication, Concern for Standards, Organising, Technical Knowledge.
| 
Contact
Darren Acton
 on 01260 299945 |
