Product Support Advisor (Evenings Only)

About the job:

As part of the Service Centre team, you will be responsible for assisting our customers in their use of Mintra software solutions by troubleshooting and advising. Working closely with our system development and consultancy teams, you will be part of our global service team responsible for supporting customers in the successful use of our systems and software. The role will be part-time (12 hours) over 3 evenings a week. Weekend working may also be required.

Your responsibilities will include:

• Ensuring that customers receive excellent (prompt and efficient) customer service for any issue reported
• Monitoring ticketing system for incoming requests
• Escalating requests where applicable
• Identifying priorities and new opportunities for system development
• Contributing author of online documentation and guidance for customers

We`d like you to have:

• Experience working with a ticketing system
• Desire to create documentation for customer use
• Experience in supporting the use of online systems
• Good commercial awareness
• Further education in IT / Technology
• Strong communication (written and verbal) skills, both internally and externally
• A highly organised and structured approach to work
• Experience in working with Oil and Gas customers

We want you to share our values:

• People are our business and the core of everything we do. You must be able to grow the talent within our business, nurture a friendly, engaging and rewarding culture and deliver an exceptional level of service to our customers.
• We explore and encourage you to demonstrate and reward creativity in your team. You will utilise the latest techniques and technologies, be inquisitive and take up the challenge.
• Open and collaborative, you should be helpful, respectful and flexible. We expect you to communicate consistently and effectively, sharing knowledge and your experience with the wider team.
• Drive performance, commercially aware and with entrepreneurial spirit. You lead by example, going above and beyond expectations and delivering real value.
• Deliver with pride and expect excellence in everything we do. You must be able to present solutions, on time and within budget and to a consistently high standard. We expect you to offer honest and constructive feedback and take pride in your craft, never settling for ‘good enough’.