Product Support Assistant

4 days ago

Bury St Edmunds, United Kingdom Hales Group Full time

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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