Software Technical Support
The role of Software Technical Support involves working with customers to implement, provide telephone support and help in the ongoing use of their software.
This role is to provide our customers with either first line or second line technical support via our support call centre. All support calls are logged, controlled and monitored to strict service standards. The role includes diagnosing and resolving problems, software service pack testing and software quality control.
First line support
To provide technical software support and user assistance to Jaama’s customers. Duties include:
- To take and log customer calls
- To provide software usage advise
- To diagnose faults
- To prioritise and escalate technical issues
- To run SQL scripts
- Product testing
- Provide updates and detailed product release information to customers
- To collate product enhancements suggestions
Second line support
In addition to first line duties:
- To handle the more complex issues
- To write SQL scripts
- To carryout detailed fault analysis
- To specify product changes
- To manage first line support technicians
- To manage software development resources
- Validate and manage software change requests
- Designing test scripts
You must have an operational call centre/customer service and IT background.
You will be able to demonstrate strong initiative, resourcefulness and a passion for providing superior service with proven customer service, communication and technical skills. Diplomacy, composure, good judgment, the ability to quickly adapt to changing circumstances and the ability to quickly build rapport with customers are required.
Applicants should also have good PC skills including MS Windows 2000 & XP and MS Office applications. Candidates must have a good working knowledge of MS SQL 2000/2005 and previous experience in a support role.
Salary: £Excellent.
The salary and benefits will depend upon experience.
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