1st Line Product Support Technician

ICSA Software International is the wholly owned software company of the Institute of Chartered Secretaries and Administrators (ICSA). Dedicated to providing specialist governance and compliance software, ICSA Software International cultivates constant feedback and knowledge gained through the ICSA, other professional bodies and end users to ensure its software applications continue to offer real solutions for today.

With more than 2,400 clients worldwide and offices on five continents, ICSA Software International is the world’s leading provider of global entity management, corporate governance and company secretarial compliance software.

Role Summary

To provide technical product support to clients over the phone or by email on a shift rotation. Carry out training for clients on Blueprint products, and installations of products.

Key tasks and activities

• Answering incoming support related queries, will be required to work as part of a team and take equal number of calls on the phone loop.
• All issues should accurately be recorded and maintained in the Gateway & Zendesk system.
• Respond to all support emails or voicemails as required or as allocated to you by 2nd Line or the Product Support Manager within the required 4 hours time frame commitment to clients.
• Escalate any issues you are unable to assist with or are of a time consuming or complex nature to 2nd Line Support.
• Deliver training sessions via remote session. The training you will deliver will be based upon your experience and as directed by 2nd Line or the Product Support Manager.
• Contribute to Knowledge Base ‘Tips and Tricks’ as requested.
• Creation and escalation of feature requests and bug reports.
• Completion of QuickBase tasks.
• Configuration of licences of installs.
• Provide weekend cover on a Rota basis with the rest of the support team.
• Any other duties as may reasonably be required.

Qualifications and Experience

• Previous experience working on a product support desk or in a client facing customer service environment is highly desirable.

Skills and Key attributes

• Logical and analytical mind
• Flexible
• Self motivated and confident dealing with external clients
• A second European language would be a definite advantage
• Excellent communication skills across all levels