Trainee Accounts Software Support Consultant
Our client is a software house seeking to recruit a Trainee Accounts Software Support Consultant.
Due to the nature of their software it would be very helpful if you have Accounts knowledge, ideally an AAT or studying towards. Existing Support experience may also be helpful.
Most importantly our client is looking for happy, smiley people who are excited by computers and software and willing to apply themselves to learn the software that will be supported. Being a support role it is crucial that you are organised, have an excellent telephone manner, good appreciation of customer services and ultimately very patient.
Purpose of role: To provide a skilled and efficient telephone support service to clients and to maintain a strong and continuing relationship with them. This includes the handling of all complaints and other non-support enquiries as appropriate.
Work towards a thorough understanding of our client's suite of applications and templates
Frontline telephone support
Logging of calls taken and action taken in contact management software either directly from the telephone, email or from VoiceMail
Dealing with client emails and similar communications. Keeping all email correspondence up-to-date and filed within the appropriate client directories
Efficient diagnosis of software problems or faults and solve technical and applications problems, either over the phone, by remote access or by email
Ensure the effective interface between user queries and other departments. Monitoring progress and applying escalation procedures for problems not progressing satisfactorily
Proactively assist users in making effective use of the software, to avoid recurrent problems
Follow diagrams and written instructions to repair a fault or set up a system
Updating self-help documents so customers/employees are able to fix problems themselves
Supporting the roll-out of new applications or updates
Working continuously on a task until completion (or referral to third parties, if appropriate)
Escalation of calls and information where necessary to more senior members of the team/manager
Represent the company and department at exhibitions, demonstrations and client sites as required
Maintenance of other support tools such as the ftp site, CRM system, VoiceMail and Knowledge Base
Ensure all client data and other information is held in accordance with the companies published confidentiality and data handling rules
Other administrative and technical tasks that may arise in the general course of business.