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Application Support Specialist Glasgow

Be-IT Resourcing
Job LocationGlasgow
EducationNot Mentioned
Salary£30,000 - £35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

The Implementation Support Specialist role analyses and evaluates technical problems and/or functionality questions within the software based on the application, data source or integration with external applications. The role determines the best course of action to resolve the problem or inquiry.Responsibilities

  • You will assist customers with assigned technical support issues that are reported via telephone, web and email.
  • Provide accurate analysis, troubleshooting and testing of technical issues.
  • Ensure the highest level of communication with the customer by providing regular updates with respect to progress of each incident, and quickly providing high quality, complete, and timely solutions in a professional manner while demonstrating the highest level of customer service.
  • Facilitate resolutions with customers contacts and with other members of the organization (sales, services, product house, etc.) as necessary during problem resolution. Technical guidance may be provided by a Senior Product Support Engineer and/or Technical Lead.
  • Follow and maintain all standards for tracking and documenting issues throughout the lifecycle of a support case.
  • Meet or exceed customer satisfaction objectives.
  • Develop knowledge base articles as part of the case management workflow.
  • Demonstrate a complete understanding of the features and functions of assigned products.
  • Develop and maintain product knowledge relevant to product offerings, current support policies and methods of support delivery in order to quickly provide technically accurate and complete resolutions.
  • Deliver internal training on their area of expertise to other members of the team, as necessary.
    • Skills and Experience
  • Experience with operating systems, desktop domains (active directory) and Windows security
  • Strong written and verbal communication skills
  • Ability to work a flexible schedule in the interest of customer satisfaction.
  • These roles are working shift patterns, 8 hour shifts starting from 1pm; supporting Americas
  • On call rota, 1 week in every 2 months (expected to reduce as the team grows). On call is paid.
  • Demonstratable customer contact center or customer service experience that supports implementation, and troubleshooting of software applications and related technology infrastructure, or equivalent
  • Experience in documenting customer issues with ability to tailor the explanation of technical concepts to the audience
  • Experience in effectively dealing with internal escalations from Professional Services and customer
  • Familiarity with Contact Center operations and technology software and tools
    • Desirable
  • Familiarity with use of troubleshooting and diagnostic tools such as Wireshark, NetMon, PerfMon, WinDBG, etc.
  • Familiarity with WEB Server Technology (i.e. IIS, WebLogic, Tomcat, & Apache)
  • Understanding of networking and protocols (TCP/IP, SMTP, etc.)
  • Knowledge of telecom systems (CTI, PBX, VOIP) including switches and protocols Familiarity with Information Security (i.e. SSL/PKI, Security hardening, Firewall)
  • Demonstrated experience working with databases (SQL preferred)
    • Please apply online for immediate consideration.

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