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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