Product Support Assistant

2 weeks ago


Bury St Edmunds, United Kingdom Hales Group Ltd Full time

**Product Support Assistant**
Salary DOE

Monday to Friday, 9am-5pm

Permanent

**Main duties**:

- Prioritise all incoming support cases by providing initial contact and evaluate the cases to establish if it is a training requirement, product usage issue or a potential software bug, managing accordingly.
- Establish and document replication steps for issues and bugs and populate the case notes with these details.
- FTP + Data requests - ensure that processes are followed correctly, acquire data as needed and ensure that this is stored appropriately.
- Utilise customer service skills to manage cases through to resolution and escalate to Customer Support Manager where necessary.
- Adhere to defined policies and processes, ensuring the support team always provide a consistent and professional service.
- Assist the Support Team in its daily operation.

**Key Skills**:

- At least one years experience in Servicedesk/Application Support
- At least one years experience in use of Case management tools (ticketing systems/CRM)
- Being able to work to own initiative as well as in a team
- Excellent experience of Microsoft Office products
- Excellent customer service skills



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