POSITION DESCRIPTION
Reporting to the Support Manager, the Support Specialist will:
* Ensure customer requirements are met with consistently high quality of service
* Identify the need for new enhancements to existing software
* Engage appropriate internal resources to resolve technical issues and update our customers on progress toward resolution
* Ensure that each support issue and resolution is adequately documented
* Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement
* Determine which issues require software support and redirect those that do not to the appropriate resolution team
* Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
* Maximizes customer operational performance by providing help desk resources and technical advice.
* Enforces company policies and procedures.
REQUIREMENTS
* Advanced use of Excel
* SQL handling
* Bachelor's degree in systems engineering or related field.
* Strong commitment to rigorous, quality-driven process methods. Must have strong presentation, interpersonal written and oral communication skills.
* Must have demonstrated the ability to provide consistent, high-quality responsiveness and overall service to clients. Need to be able to build successful relationships with clients via telephone and email.
* Excellent business English is a must
* Excellent interpersonal skills
* A team player than can also work independently
* Can do positive attitude
* Critical judgement
* Strong problem-solving skills
* High sense of operational excellence, disciplined working, and effective time management