Application Support Specialist Glasgow, Jobs, 4633
Colour Splash Be-IT Jobs

Application Support Specialist - Glasgow - Glasgow

Application Support Specialist - Glasgow - Glasgow

£30,000 - £35,000 + bonus

Apply for this job

Share this job

LinkedIn ShareShare
More

Date Job Posted Tuesday 23 Feb 2021
Reference 4633
Category Application Support
Salary £30,000 - £35,000 + bonus
Employment Type Permanent


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.


Your contact for this job

Be-IT Accreditations