A well established organisation with a high profile and blue-chip clients and operating from Auckland South, have asked us to find Support Consultants -
Responsibilities:
Provide first and second level customer support via telephone, e-mail and on-site as
required
Ensure all support calls are received, logged, researched, referred and resolved
achieving a high level of customer service and satisfaction
Manage through to closure support issues requiring third level support
Initiate escalation as appropriate to ensure awareness of problems that are
exceeding documented service levels
Support other team members in resolving issues through to resolution
Participate in handover of customers from implementation to support
Provide after hours support based on roster with mobile and laptop
General
Participate in enablement of channel partners in providing first and second level
support of our products
Participate in acceptance testing and training on new product releases
Train channel partners on support of new product releases as required
Install product upgrades for clients
Identify opportunities to improve customer support methodology and processes
Produce customer support product documentation and training courses and materials
Participate in training new employees
Skills and Knowledge
Customer service skills
Three of the following:
- Database design, SQL and Stored procedures
- Basic Java / Python programming
- Technical familiarity with set-up and support of NT and Unix systems
- Networking, TCP/IP
- Crystal Reports
- HTML, Java script, general Web skills
Fast troubleshooting skills
Good oral and written communications skills
Understanding business processes including familiarity with financial accounting or
ERP systems preferred
Experience and Qualifications
Two years in a Technical customer service and support role
Direct experience of one or more of the following:
Software testing
Documentation writing
Training preparation and presentation
Degree or diploma in Computer Science or related field
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Attitude
Team player, consultative, entrepreneurial
Proactive, self-starter, highly motivated, can do attitude
Focused on meeting delivery times and budgets, always delivers
Passion for the Internet and e-business
Comfortable in dealing with customers and colleagues at every level
Passion for achieving customer satisfaction