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| Job Location | Nantgarw |
| Education | Not Mentioned |
| Salary | 23,000 - 25,000 per annum |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Permanent , full-time |
OverviewYour role will be to assist the CRM Support Team Leader in supporting CRM solutions for internal and external customers as well as resolving escalated issues from 1st Line Support Engineers to ensure business continuity and customer satisfaction. As partof your role you will be responsible for issue resolution (particularly escalated issues) and communicating with customers in a timely manner during investigations.This role would suit an enthusiastic individual who is committed to the ethos of the work of the Company. Someone who has a good knowledge of computers/general software configuration and programming skills such as: C#, PHP, XHTML, JavaScript as well as theability to manage customer issues within our Customer Relationship Management system, ensuring that they are dealt with correctly in a timely fashion.You will be required to:Resolve issues escalated from 1st Line and resolution of issues where possible (utilising C# and PHP skills as necessary)Escalation of issues to 3rd Line and CRM Support Team Leader where appropriateManage support incidents, including those escalated,within Service Level AgreementsMain duties and responsibilitiesAs a 2nd Line Engineer your primary responsibility is utilising your system and development skills to resolve the more complex issues receiving into the team, however it is important to understand that this must be achieved in tandem with meeting a requirementfor high customer satisfaction - it is, therefore, critical that you have strong relationship skills, as well as a logical mindset capable of problem solving, and that you use these to manage a careful balance in order to balance a high volume of issues witha requirement for high customer satisfaction. Your secondary focus must be on ensuring that all issues (not just those assigned to you) are resolved as quickly as possible and to the satisfaction of customers, therefore you must seek out areas where you canadd value and improve the performance and reputation of the team.Skills and experienceDegree in Computer Science or related subject; or suitable level of previous experience in similar roleHelp or service desk experienceStrong experience in issue management and resolutionExperience of working with CRM systems or appropriate transferableskillsExcellent knowledge of computers/general software configuration and programming skills such as: C#, PHP, XHTML, JavaScriptExcellent communication skills with both customers and internal/external stakeholdersAbility to work quickly and efficientlywithin tight deadlinesAbility to communicate issues to both technical and to non-technical staffNegotiation and persuasion skills are desirableCompetence in Welsh, Tamil or Hindi languages is desirable