My client, a leader in their chosen field are seeking a methodical and structured Support Consultant for a challenging yet rewarding role.

The Support Consultant provides technical support for all software products The Support Consultant provides in-depth support for customers' and partners' configurations of the clients applications, working closely with the customer or partner's own technical support team when required.

Ideal candidates for this role are self-sufficient and able to work autonomously without constant supervision. Excellent client relationship and communication skills, both written and verbal, are required.

The consultant provides support via telephone and email and ensures all calls are logged accurately using the standard customer support tools and procedures

There is a requirement to participate in a 24/7 support rota (nights, weekends and public holidays) for a small number of customers.

The Support Consultant must work towards the agreed customer Service Level Agreements (SLAs).

Primary Responsibilities

• Ensure support calls and customer records are updated fully, regularly and accurately
• Ensure customer calls are responded to in a timely manner and in keeping with agreed SLAs.
• Sustain a positive and trusting professional relationship with customers
• Ensure the timely escalation of critical/serious bugs
• Professionally represent the company when on customer sites

Skills Required

Mandatory

• Degree in computer science or other related technical field, or 1-3 years of relevant industry experience in application support, customization or development
• Excellent analytical skills and the ability to learn new products and systems rapidly
• Excellent written and verbal communication skills in order to discuss technical issues and ideas internally and with customers
• Minimum of 1 year of command line use of UNIX/Linux, preferably to basic system administration level
• Good understanding of XML technologies
• Excellent Windows operating system skills - how the dependent technologies of applications interact (DLLs, TCP/IP, services and processes).

If this role is of interest to you please forward me a copy of your CV to bwhisker@cma-mail.com or call me on 01904 639429
Jobs-North - 12 months ago