Job Description: Technical Support Analyst
Start Date: April 2011 - Filled
Salary: Up to £25,000
The Technical Support Analyst provides 1st line responsive technical and product support to customers when solving a variety of problems.
He/she may also provide background support to 2nd and 3rd line support team members.
The responsibilities of the position include:
· Delivering the company product to the customer. This includes remote software installation and client/server configuration
· Customer account management
· Responding to customers' telephone or email queries regarding problems
· Monitoring customer environments to ensure a high level of system / application availability
· Determining the nature and likely causes of the problem, recommend corrective action and guide the customer through the necessary steps
· Reviewing more urgent or complex problems with product support to ensure appropriate measures are taken
· Assisting Quality Assurance by testing products and reporting problems
· Making recommendations regarding installation and technical procedures
· Providing technical support and assistance to sales personnel and customers through the selling cycle
· Providing minor product customisations as well as after-sale support
Requirements for the position are:
· Previous experience in a call center customer support or product delivery environment (e-mail and phone support)
· Ability to document processes procedures and FAQ’s
· Able to work within a process orientated environment
· Experience and strong understanding of at least some of the following:
o Microsoft Windows Operating System
o Microsoft Office Applications
o Microsoft Outlook
· Experience with the following would be beneficial:
o Microsoft SQL Server
o Microsoft Visual Studio/.Net Programming
o Amazon Web Services EC2
· Since the position involves dealing with customers, the following skills are also required.
o Excellent verbal and written communication skills
o Ability to learn new applications quickly
o Attention to detail required, must be methodical and thorough in problem solving
o "Team player"
o Strong customer service orientation
o Ability to maintain a calm, professional approach when dealing with difficult customers
You will be in a hard working, fast paced environment, where delivering our products to a high standard is paramount, so no 9-5 or overtime seekers will be considered.
Historically, good candidates have been able to progress from entry level positions such as this one into a variety of roles at TriSys such as Sales, Development, IT Management, Quality Assurance or Delivery.
You can apply by emailing your CV and covering letter to peter@trisys.co.uk.