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Job Title:
1st Line Software Support Assistant
Reference:
3374
Location:
Birmingham
Package:
20,000 basic + benefits
Description:
Our client, a long established & successful Birmingham based software house is seeking a 1st Line Software Support Analyst due to their continued global expansion.
The Software Support Analyst is the main point of call for all Software Support issues, ensuring that all issues are logged and that all customers' receive professional support at all times.
Specific duties will include:
Answering and logging calls of all Customer incidents.
Providing technical support remotely or by phone & email.
Liaising with colleagues to provide quick & effective resolutions for Customer Requests & Issues.
Ensure customers are kept up to date with issues reported.
Ensure all calls and relevant Customer documentation is kept up to date.
Trouble shoot software issues in an effort to achieve an accurate resolution as soon as possible.
Maintain a flexible approach to work allocation and react to changes in resource allocation.
Ensure the Support Desk is covered at all times when taking breaks/lunch.
Ensure that all agreed SLAs are met where possible and to escalate when not.
Keep a list of all current tasks and manage with regard to priorities and timescales.
Skills & Experience:
The successful candidate will have excellent communications skills, and will be extremely customer orientated. Previous experience in a Software Support role is desirable along with the ability to gather & impart with information in a positive way.
On offer is a basic salary of c20,000 basic salary + benefits.
If you feel that you have the right skill-set to fulfil this role then please send your CV to c.booth@swindaleparks.co.uk or telephone Carl on 0121-585 6079 for an initial discussion.