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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