IT Software Support

We are looking for a First line customer support person.

The role involves receiving requests from customers and internal users to solve issues they may have with the product set. Requests may be received by telephone and/so excellent communication skills are essential.

To support overseas customers the hours of work will alternate between working on days and nights. You will be working on days from 9.00am – 5.30pm for 1 month and then on nights for 1 month from 11pm to 7.30am.

After full training, you will be expected to be able to handle a high proportion of any issues directly and where things become more complex, ensure a clean handover of the problem to other areas of the business including second line support and the development team.

Purpose:
1. Will be the first point of contact for Customers via telephone, email or internet.
2. Main duty involves information gathering and collation of reported issues.
3. Reproducing reported issues where possible.
4. Working within defined Service Level Agreements.
5. Diagnosis and solving customer membership issues and problems, liaising with Customer Relations, Development and other Support members.
6. To perform other duties as directed by any Director of the company as may from time to time be required.