Customer Support Consultant - Manchester

Posted 15 March by FT Recruit
Position: Customer Support Consultant
Location: Old Trafford, Manchester
Salary: £30,000 per annum
Job type: Permanent

The Role The Customer Support Consultant is a member of the global Client Services team. The role involves the timely response and resolution of support requests received from the Cruise client base.

Responsibilities: The primary responsibility of the Customer Support Consultant is the provision of support and assistance to our customers, resolving faults and answering queries. Involvement in customer training activities and other consultancy is largely dependent upon the business need at the time, skill set of the individual or training programme schedule. Key responsibilities include:
Act as the first tier technical support via support desk (internet), email and phone to customers;
Meeting customer satisfaction targets and mitigating attrition.
The Support Consultant is responsible for ensuring that the call has been correctly logged into the helpdesk system and answered in accordance with company procedures. This may involve interaction with other groups within the Cruise organisation or other VBU’s.
Using existing skills and knowledge to find a resolution to customer Incidents as efficiently as possible;
Ensures that requests are handled according to agreed SLA procedures, supplying all necessary diagnostic information. Uses judgement to set priority for resolution, monitor progress and apply escalation procedures for problems not progressing satisfactorily;
Provides detailed advice and guidance to customers in the effective use of systems, products and services available to them; demonstrates ingenuity in applying knowledge to non-standard situations;
Within a broad area of competence, investigates issues and other requests for support and determines appropriate actions to take.
Provides correct responses to requests for support by means of; making system modifications, developing workaround or customer-specific enhancements, manipulating data, reconfiguration, changing operating process/workflow, training users or operations staff, producing additional documentation, or escalating requests to Product Development. Fixes and patches where appropriate are provided to the customer through email, FTP or remote access.

Required Skills/attributes:
Passion for delivering excellence in customer services
Excellent written and verbal communication skills; English is mandatory and other languages is desirable
Demonstrate a general understanding of architecture and infrastructure for client software as well as any peripheral products
Knowledge of Information systems/Technology
Systems (Networks and network protocols TCP / IP), Hardware
Operating Systems
Relational databases (Microsoft SQL Server, Sybase Adaptive Server Anyware, Oracle)
Excellent analytical and problem-solving skills
Strong customer management skills and must be confident and effective in the delivery of any product training or functional demonstrations
Knowledge of the Quality Policy of the Company and the structure of the Quality Manual

Good to have, but not essential
Knowledge of Programming Languages (.NET, C++, etc)
Knowledge of PowerBuilder development tools
Knowledge of SQL
A basic knowledge/understanding of maritime business processes

Knowledge of Programming Languages (.NET, C++, etc) Knowledge of PowerBuilder development tools Knowledge of SQL A basic knowledge/understanding of maritime business processes

If you have further inquiries about this role, please don’t hesitate to contact our office at: 02033-71-7671

Reference: 34694781

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