Emea Application Support

2 weeks ago

St Helier, United Kingdom TrustQuay Viewpoint Full time

The role of the Support Consultant is to deliver outstanding service to customers that are using one or more of TrustQuay's software products. This will include answering how-to questions, resolving faults and providing technical upgrade assistance and troubleshooting.

**Responsibilities**:

- Responsible for the investigation of issues logged by customers and recommending resolution options.
- Liaise with the customer via telephone and desktop sharing to aid the investigation of issues.
- Ensure delivery against agreed customer service levels
- Work with customers to review & progress open customer issues when required.
- Manage and maintain the accuracy and status of tickets logged in our centralized service desk.
- Enforce commercial procedures to capture and bill for work done outside of maintenance scope.
- Assist customers with the upgrade of their product to the latest version.
- Self-manage personal workload of issues balanced against customer service level agreements, timelines and business impact.
- Liaise with Development staff to accurately and succinctly articulate issues requiring a 3rd level / code investigation.
- Document detailed recreation steps and provide additional relevant information including business impact.
- Define high-level requirements arising out of a customer enhancement request.
- Undertake QA for customer issues that are subsequently resolved via a coding change.
- Develop, maintain and extend business, product & technical knowledge.
- Participation in on call / shift arrangements as required.
- Exceed expectations throughout all customer interactions and help to grow overall satisfaction among our customer-base.

**Job Requirements**:

- Excellent customer service skills. Able to confidently lead conversations, demonstrate empathy, set appropriate expectations, and handle workload with the needs of the customer in mind.
- Excellent problem-solving skills, including attention to detail, a pragmatic approach and the ability to identify multiple options and recommend preferred solutions.
- Excellent and confident interpersonal and communication skills (both written and oral) to enable effective management of customer expectations in a professional, methodical and mature manner.
- Strong Technical background and hands on experience with Microsoft Dynamics 365 Business Central or similar preferred.
- Database knowledge (SQL Server preferred) and ability to write basic ad hoc SQL scripts for investigation an advantage.

**Travel to offices and client sites in the UK, Channel Islands and overseas may be required.

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