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Technical Support Specialist
2 months ago
About the Role
We are seeking an experienced Technical Support Specialist to join our dedicated Support team at Mysoft Ltd. As a key member of our team, you will play a vital role in facilitating the resolution of customer issues by providing assistance, advice, and solutions for our Sage X3 Enterprise Resource Planning software and Mysoft proprietary plug-ins.
Key Responsibilities
- Own the full incident lifecycle, proactively managing customer incidents to bring resolution within expectations and Service Level Agreements (SLAs) and maintain strong customer relationships.
- Record accurate, detailed information and track support calls and queries from creation to completion.
- Recognise where customers log repeat issues that have a broader impact and work with the team to find a permanent solution.
- Assist with direct user support for Microsoft desktops/laptops, user access to the corporate network, and applications both on the network and through the VPN remote access.
- Assist with the diagnosis and resolution of internal Windows issues.
- Identify and progress commercial opportunities with discretion.
- Ensure the service provided to Mysoft customers develops an environment of advocacy whereby customers are retained, increase business, and recommend Mysoft.
About You
- In-depth knowledge of software testing and/or troubleshooting.
- Knowledge and experience of working with Enterprise Resources Planning software, ideally Sage X3 would be advantageous.
- Competent in Microsoft Excel and other MS Office programs.
- Able to communicate effectively and simplify technical concepts with end users.
- Able to work independently as well as part of a team, sharing information, solutions, and new ideas for improving personal and team performance.
- Excellent customer service skills, willing to go the extra mile.
What We Offer
- A competitive salary.
- 25 days holiday.
- Employee Cash Plan.
- Employee Assistance Programme.
- A great work-life balance with hybrid working.
