Description
* Provide 1st & 2nd level customer support, by interpreting customer queries and problems, gathering information to investigate via phone or remote access, debug, replicate, test, document results, writing and changing documentation when required.
Ensure all support issues are fully logged and documented on the Dynamics 365 incident management system, and ensure that all issues are fully managed, including regular customer updates. Analyst must ensure that all issues assigned are fully managed without exception.
Required to fully document to support standards, and investigate through to successful resolution a high level of support calls, and ensure customer satisfaction is achieved and maintained at all times.
May be required to attend customer sites occasionally, as and when required.
• Provide material and input into the global Support Knowledge Base to enable
analysts and customers alike to remain fully informed of the latest product
developments and issues. • Knowledge of banking/back office environments.
* An ability to read application code (Java) a strong advantage.
Job Responsibilities
* Managing large amounts of inbound and outbound emails and calls in a timely manner
• • Internal and external distribution of mail and shipments
* Invoice check
Call centre-tel. communication (Call logging)
Administration of on duty plan
Coordination of the hotline
Control on customer surveys
Processing of On-site reports
Update and maintenance of Customer data bank
Preparation of training material
Checking and processing of Software orders
Administration/creation of license keys
Communication with providers
Key Skills
Analytic problem solving skills and IT background.
* Ability to learn and keep up to date with new applications quickly.
Reasonable knowledge of Unix.
Reasonable knowledge of Windows and Client Server.
Reasonable knowledge of SQL to form database queries to progress support call investigations.
Reasonable knowledge of application servers such as Websphere and Weblogic is a strong advantage.
Reasonable knowledge of RDBMS, with experience of Oracle or MS SQLServer. - eg:- understands indexing, standard database management and optimisation requirements, backup and recovery etc.
Essential Experience and skills
English Language skills
French Language skills
German Language skills
Ms office knowledge
Desirable Skills
* Knowledge of banking/back office environments.
An ability to read application code (Java) a strong advantage.
Any European language skills an advantage.
Qualifications
* Key qualifications in computing would be desirable but are not essential if there is evidence of experience.
Experience
Proven customer support experience and excellent telephone manner.
* Experience of call logging systems e.g. Dynamics 365
Employment Type
Permanent
Benefits
Equality Statement
SmartStream is an equal opportunities employer. We are committed to promoting
equality of opportunity and following practices which are free from unfair and
unlawful discrimination.
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