Technical Support

Responsibilities:
• Have a deep understanding of how the software works from a logic perspective and what options are available for clients to best utilise to their potential.
• Respond to queries through the Help Desk tool or via web-based calls directly with clients...
• Walk customers through problem-solving procedures.
• Providing excellent customer service to clients.
• Support configurations and administration of our enterprise applications for customers.
• Identify and log defects reported by clients and root cause analysis.
• Ability to analyse database outputs to support client issues and troubleshoot missing information or defects identified from complex queries.
• Work closely with the product and development team to communicate information from the client.
• Document root cause analysis and issue resolutions to be presented back to clients.
• Interact with Product Managers, Business Analysts & amp; Project Management teams, Software engineers, and clients.
• Working on projects independently and as part of a team.
Requirements:
• Ability to provide basic training to customers on commonly used functionality.
• Draft knowledge base articles that reflect resolutions from client troubleshooting.
• Preserve and grow your knowledge of help desk procedures, products, and services.
• Excellent customer service skills are required.
• Ability to communicate effectively verbally and via email.
• Inquisitive, analytical, and always learning mindset.
• Attention to detail.
• Strategic thinking with an engineering-minded approach to solving problems.
• Working knowledge of risk assessment and mitigation techniques.
• Excellent communication and writing skills.
• Excellent analytical and problem-solving skills.
• Strong multitasking skills.
• Organisation of projects and initiatives.
• Ability to work across teams and functional areas.
• Proficient knowledge of Windows-based applications specifically: Word, Excel, Outlook, and PowerPoint.
• Proficient planning skills, including the ability to organise and prioritise overlapping and potentially conflicting priorities

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