Job Description: Technical Support Analyst

Start Date: January 2008 – Now Filled

Salary: £17 – 20k

The Technical Support Analyst provides responsive technical support to customers in solving product functionality problems. S/he may also provide background support for other Second line support team members.

The responsibilities of the position include:

·         Responding to customers' telephone or email queries regarding problems

·         Monitoring  customer environments to ensure a high level of system / application availability

·         Determining the nature and likely causes of the problem, recommends corrective action and guides the customer through the necessary steps

·         Reviewing more urgent or complex problems with product support to ensure appropriate measures are taken

·         Acting as interface with third party suppliers (these may be internal or external contacts)

·         Assisting Quality Assurance by testing products and reporting problems

·         Making recommendations regarding technical support procedures

·         Training employees on products and technical procedures

·         Providing technical support and assistance to sales personnel and customers through the selling cycle

·         Providing minor product customisations as well as after-sale support

Requirements for the position are:

·         Previous  experience in a Call center customer support environment (e-mail and phone support)   

·         Ability to document frequently asked questions (eg., "How do I perform this procedure?")   

·         Experience and strong understanding of at least some of the following:

·         Microsoft Windows Operating System

·         Microsoft Office Applications

·         Microsoft Outlook

Experience with the following would be beneficial:

·         Web Based Applications

·         Microsoft SQL

·         Microsoft Exchange Server

·         Since the position involves dealing with customers, the following skills are also required.

·         Excellent verbal and written communication skills

·         Ability to learn new applications quickly

·         Attention to detail required, must be methodical and thorough in problem solving

·         "Team player"

·         Strong customer service orientation

·         Ability to maintain a calm, professional approach when dealing with difficult customers

You can apply by emailing your CV and covering letter to sarah@trisys.biz.