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Software Customer Support Cooridnator

Posted 13 March by Focus Resourcing Ended

This is a great opportunity to work for one of our clients based near the Reading Town Centre.

The core role is to provide exceptional Customer Service, the role will entail first and second line software support as well as being the primary contact for all internal IT queries and setting up of new starters.

This role will naturally progress into 1st, 2nd and 3rd line support over time as experience grows.

Must be of a competent standard to deputise for their Manager in case of absence.

Primary Tasks

Provide 1st and 2nd line telephone customer support for their software maintenance customers. Diagnose and investigate faults/queries with customers in order to provide resolutions or answers or to enable you to escalate to correct person.

Log software support breakdowns on to call management and contracts database and liaise with software specialists to resolve. Escalate repeat problems to management and development team . Monitor support calls progress from call logging to solution, taking ownership of complete process and updating both customer and call notes proactively. Deal with customer queries and problems effectively and efficiently. Update database systems to record call, fault and fix details .

Ongoing knowledge enhancements of core products (Kofax, OnBase, Operating Systems, Microsoft etc) Internal systems support . Provide point of contact for internal staff's IT issues. Reimaging of PC's and adding new users domain and email accounts ? Complete PC setups following standard procedure document ? Monitoring of server performance on a regular basis, including back-ups and regular checks of the DR site, highlighting any potential issues promptly ? Liaise with external IT companies to rectify internal systems including sales database, laptops etc.

Key Skills

Full PC literacy on Microsoft software packages ? Good Administration skills with a keen eye for detail

Interest in IT and/or previous technical experience

Experience of working within a customer liaising role

Good numeracy and literacy skill

Ability to follow policies and procedures

Provide effective oral and written communicatio

Ability to problem solve and take ownership of calls

Must be proactive in managing own training schedule including online sessions (provided by vendor) and shadowing members of the Professional Services team

Reference: 34352677

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