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IT Customer Support Executive

Posted 11 January by Austin Clark Recruitment Limited Featured Ended

A leading business based in Bracknell is looking to recruit an IT Customer Support Executive to join their team.

The purpose of the Customer Support Representative role is to ensure that my client have a IT software product that is fit for the purpose for which it was designed.

The key responsibilities include:

1) Partner program expert and Product Maintenance

  • Ensure the product works as designed and is fit for purpose
  • Deep dive knowledge on all programs and the rules for all vendors
  • Ensuring that Fusion is up to date with all latest rules for all vendors and issuing notifications to customers
  • Internal reporting of changes to partner programs
  • Understanding all functionality of the software
  • Diagnosis of bugs/issues and recommending actions to resolve
  • Tracking of customer usage and interpretation of data. Internal reporting
  • Train customers in the use of Fusion, analyse issues and take appropriate action

2) Product Development

  • Liaising with the development team to ensure all bugs/enhancements are recorded, prioritised and are delivered on time and to high standard
  • Recommend development of new feature specifications based on client feedback
  • Testing of new releases
  • Internal reporting on development

In particular you would:

  • Become an expert in the software and its use within our customers around the business outcomes they are looking to achieve

  • Support the product development effort including attending meetings with the development team, assisting in the testing of the product prior to its release.

  • 1st level support - including:

    • diagnosis of customer issues/bugs

  • Collecting requirements from users and vendors on potential enhancements and making recommendations on development of the system based on customer feedback.

  • Provide support to the sales team.

  • Assist in developing any infrastructure and/or systems required within the business to maximise our profitability and the customer experience

  • Review all aspects of the system on a continual basis to ensure that it delivers a high quality solution

  • Provide management reporting where required

The performance of the individual will be measured as follows:

  1. Customer communication

  2. Customer feedback and satisfaction and internal feedback

  3. Response times for resolving issues

  4. User adoption and use of the system

  5. Your Knowledge, skills and competency to fulfil the role effectively

  6. Response times for customer support

  7. Timeliness and accuracy of reporting

  8. Performance against KPI’s

  9. Accuracy of work

  10. Positive attitude and work ethic

Skills, experience and competencies required for the role

  • Outstanding communication skills
  • Be articulate in written and spoken English

  • Structured approach

  • Self-discipline

  • Attention to detail

  • Creative problem solving

  • Ability to grasp new concepts quickly and easily

Salary circa £23k (some flexibility for the right candidate) + benefits package.

Required skills

  • Helpdesk
  • Product Development
  • Reporting
  • Software Development
  • 1st Line

Reference: 34199381

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