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1st Line Customer Support Engineer - Application - Service

  • Salary: £120 - £124 per day
  • Job type: Contract
  • Location: North Lanarkshire
  • Sector: IT
  • Date posted: 17/07/2017
  • Job reference: J369252A
This vacancy has now expired.

1st Line Customer Support Engineer - Customer Service - Fix, Troubleshoot, Resolve - Applications - Communication to non-technical users - Basic Disclosure

My client a leading technology provider to the Education Sector is seeking a Customer focussed 2nd Line Application Support Engineer to join their existing team in Bellshill.

The successful candidate will be required to provide 1st line telephone, email and online based technical support to customers with issues and queries surrounding an in -house product utilised by our clients customers nationally. Training will be provided on all products.

With a background in completing service calls including troubleshooting and resolving incidents, you will also be able to identify and implement tasks to improve processes, simplify activities, and improve customer engagement/ satisfaction

Key Duties:

  • Managing support calls prioritising, fixing and escalating effectively.
  • Liaising directly with customers and be required to close calls within stated service level agreements.
  • Working with colleagues to ensure that all telephony and call handling targets are met successfully.
  • Logging support calls on behalf of customers.

Skills:

  • 1st Line Telephony support
  • An understanding of SQL -
  • Excellent Customer Service skills
  • The ability to liaise with technical and non-technical users effectively

Please note candidates must be willing to undergo a Basic Disclosure Scotland check before the contract commences

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