Technisch Consultant

Main Duties and Responsibilities
 Pro-actively taking ownership of a wide variety of calls and problems
 Ensuring all calls are dealt with efficiently and promptly in accordance with the Service Level Agreement
 Managing, prioritising and progressing their adopted calls, in particular:
o Effectively and promptly resolving calls, ensuring old calls are kept to a minimum
o Accurately investigating, identifying and rectifying both the causes and the symptoms of problems
o Providing work arounds to minimise the impact of problems when this is appropriate
o Implementing solutions to the customers’ best advantage and ensuring the call resolutions meet the working and business practices of the customer
o Escalating calls and seeking advice when appropriate
 Using the call logging system correctly and ensuring that calls are updated on a regular basis with actions undertaken
 Regularly updating customers regarding the status of their calls
 Effectively handling complaints and call escalation requests from customers
 Identifying calls that are not support calls and dealing with these following the correct procedures, for example after sales calls, chargeable support calls, modification and system change requests etc.
 Assisting less experienced members of the team with their calls
 Continually and pro-actively acquiring and retaining knowledge of their products and systems
 Pro-actively using the Intranet to share knowledge
 Working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service
 Alerting Senior personnel and their Manager and/or any of the other Support Managers as necessary regarding any sensitive customer issues
 Following and applying the standard Commercial Software Support Procedures and Practices
 Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with their Manager
 Undertaking any other projects as required by their Manager or the Support Director
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Knowledge and Experience
 Extensive experience in a customer-focused role in a service oriented environment
 A Computer Science degree, or degree with a large element of computing, or equivalent qualification Knowledge of the ERP software

 A good knowledge of a structured programming language
 An understanding of databases

They are the market leader in developing and delivering fully integrated business management solutions for distributors, suppliers, resellers, wholesalers and merchants. Our mission is simple: to design, implement and support high performance systems that enable our customers to source effectively, stock efficiently, sell profitably and service competitively.
The Commercial Software Support Department assists customers with queries and problems relating to the application software post implementation. The Department also provides customers with a wide variety of other services including the installation of new software and customer training

Remuneration:
 The salary and package are commensurate with the role and experience