Product Support Assistant

Product Support Assistant
Salary DOE
Monday to Friday, 9am-5pm
Permanent
On behalf of our client we are searching for a Product Support Assistant to join their busy, friendly and expanding team. The successful candidate will be providing 2nd line application support on company products to Business Partners and End Users, providing excellent customer service and liaising with clients to document all case details. Previous experience within a similar role is preferred however training will be provided.
Main duties:
* Prioritise all incoming support cases by providing initial contact and evaluate the cases to establish if it is a training requirement, product usage issue or a potential software bug, managing accordingly.
* Establish and document replication steps for issues and bugs and populate the case notes with these details.
* FTP + Data requests - ensure that processes are followed correctly, acquire data as needed and ensure that this is stored appropriately.
* Utilise customer service skills to manage cases through to resolution and escalate to Customer Support Manager where necessary.
* Adhere to defined policies and processes, ensuring the support team always provide a consistent and professional service.
* Assist the Support Team in its daily operation.
Key Skills:
* At least one years experience in Servicedesk/Application Support
* At least one years experience in use of Case management tools (ticketing systems/CRM)
* Being able to work to own initiative as well as in a team
* Excellent experience of Microsoft Office products
* Excellent customer service skills
If you are interested in this position, please apply with a current CV or contact the Bury St Edmunds office for more information.