Technical Support

Responsibilities: • Have a deep understanding of how the software works from a logic perspective and what options are available for clients to best utilise to their potential. • Respond to queries through the Help Desk tool or via web-based calls directly with clients... • Walk customers through problem-solving procedures. • Providing excellent customer service to clients. • Support configurations and administration of our enterprise applications for customers. • Identify and log defects reported by clients and root cause analysis. • Ability to analyse database outputs to support client issues and troubleshoot missing information or defects identified from complex queries. • Work closely with the product and development team to communicate information from the client. • Document root cause analysis and issue resolutions to be presented back to clients. • Interact with Product Managers, Business Analysts & amp; Project Management teams, Software engineers, and clients. • Working on projects independently and as part of a team. Requirements: • Ability to provide basic training to customers on commonly used functionality. • Draft knowledge base articles that reflect resolutions from client troubleshooting. • Preserve and grow your knowledge of help desk procedures, products, and services. • Excellent customer service skills are required. • Ability to communicate effectively verbally and via email. • Inquisitive, analytical, and always learning mindset. • Attention to detail. • Strategic thinking with an engineering-minded approach to solving problems. • Working knowledge of risk assessment and mitigation techniques. • Excellent communication and writing skills. • Excellent analytical and problem-solving skills. • Strong multitasking skills. • Organisation of projects and initiatives. • Ability to work across teams and functional areas. • Proficient knowledge of Windows-based applications specifically: Word, Excel, Outlook, and PowerPoint. • Proficient planning skills, including the ability to organise and prioritise overlapping and potentially conflicting priorities

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