Job Description: Installation/Support Analyst

Start Date: On Hold

Salary: Up to £20,000

The Installation/Support Analyst provides product installation and responsive technical support

to customers when installing and solving product functionality problems.

He/she may also provide background support for other Second line support team members.

The responsibilities of the position include:

·         Delivering the company product to the customer. This includes software installation and client/server configuration

·         Customer account management

·         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, recommend corrective action and guide the customer through the necessary steps

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

·         Assisting Quality Assurance by testing products and reporting problems

·         Making recommendations regarding installation 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 or product delivery environment (e-mail and phone support)

·         Ability to document processes procedures and FAQ’s 

·         Able to work within a process orientated environment

·         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 will be in a hard working, fast paced environment, where delivering our products to a high standard is paramount, so no 9-5 or overtime seekers will be considered.

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