Position Summary:

Working on our support desk, you will be responsible for taking and logging calls via phone and email. We resolve problems and assist with queries from all levels of users – from new users to administrators.

Full training in the Support role and the BC product will be provided.

Your Day-to-Day:

• Provide friendly and efficient support – including providing advice - to clients and colleagues
• Log all incoming support requests and decide how to manage them
• Take responsibility for the resolution of problems, even if you cannot resolve the problem without assistance.
• Obtain a precise description of the problem and the circumstances under which it occurs
• From the details you obtained, reproduce the problem
• Find previous occurrences of this problem or identify it as new – to be passed to Development
• Based on an in-depth understanding of the BC product, be able to solve many support requests directly
• Analyse and investigate complex issues either until they are resolved or require to be escalated
• Maintain accurate records of all calls, emails and discussions
• Update the priority and status of logged support calls when required
• Consult with colleagues, if necessary, to obtain an appropriate resolution to calls
• Raise tickets for the development team to resolve
• Devise a workaround until a permanent solution is found
• Liaise with the client, informing them of progress and/ or requesting further information as necessary
• Feedback suggestions for enhancement to the product raised directly by clients or from your own observations

What You Bring to The Team:

• Good knowledge of Microsoft Office products, particularly Microsoft Outlook is expected
• General PC troubleshooting skills, e.g. browser settings, installing applications etc. would be very useful
• At least 1 years’ experience of working in an office environment would be highly beneficial
• Experience of a range of software applications would be advantageous
• A good degree in a science or computing-based subject is preferred as it demonstrates the logical thinking and problem-solving skills which we need.
• Some programming experience may be useful
• Experience of a help-desk environment is not required
• Excellent communication skills, both written and verbal, are essential
• Conscientious, reliable and a good team worker
• Logical and good at problem-solving – ability to investigate problems
• Well-organised and thorough
• Ability to explain complex concepts clearly and succinctly
• Able to prioritise and manage several tasks at once
• Can work well independently and as part of a team