Key Responsibilities:

• Triage support cases as they are logged with the KCS, ensuring that each case is reviewed for:
  • Being raised at the right priority according to the Service Level Agreement
  • Validity of the request against the customers Service Level Agreement and if this is not a valid support issue to liaise with the relevant internal teams to progress
  • The right information required for the support team to investigate the issue raised by the customer
  • Available knowledge articles than can be provided to the customer
• To ensure support cases are assigned to the correct team to be actioned
• Schedule downtime with customers for cases to be actioned where users need to be off the system
• Pro-actively taking ownership of a wide variety of cases
• Ensuring all cases are dealt with efficiently and promptly in accordance with the Service Level Agreement
• Managing, prioritising, and progressing their adopted cases, in particular:
  • Effectively and promptly resolving cases
• Providing work arounds to minimise the impact of problems when this is appropriate
• Implementing solutions to the customers’ best advantage and ensuring the call resolutions meet the working and business practices of the customer
• Escalating cases and seeking advice when appropriate
• Using the call logging system correctly and ensuring that cases are updated on a regular basis with actions undertaken
• Regularly updating customers regarding the status of their cases
• Continually and pro-actively acquiring and retaining knowledge of KCS products and systems
• Working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service
• Alerting Senior personnel and their Manager and/or any of the other Support Managers as necessary regarding any sensitive customer issues
• Following and applying the standard Commercial Software Support Procedures and Practices
• Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with their Manager
• Undertaking any other projects as required by their Team Leader, Manager or Service Delivery Director

Special Conditions:

• Alternating weekly shift pattern of 7.00am - 4.00pm and 10.00am – 7.00pm, with an hour unpaid lunch break

Skills, Knowledge and Experience :

• Experience in a customer-focused role
• In the process of or have completed an IT degree or diploma
• Any understanding of software and/or software support environments is an advantage.
• Basic grasp of business processes and operations or finance processes or technical aspects such as systems maintenance and architecture.