2nd Line Application Support

Provide 2nd Line application support on Sicon Products to Business Partners and End Users. Training will be provided.

Provide early and prompt liaison with customers to document all details relating to the ticket/issue/request.

Operate as part of a team within the wider Sicon Support function covering the business operating hours of Monday to Friday 09:00 - 17:00.

Main Responsibilities of the Role:

Triage all incoming support tickets by providing initial contact on day one. Evaluate the tickets to establish if it is a training requirement, product usage issue or a potential software bug. Manage or route ticket accordingly.

Establish and document replication steps for issues and bugs and populating the ticket notes with this detail. Produce and distribute Known Error documentation facilitating in 1st time fix.

Utilising customer service skills to manage tickets through to resolution and escalating to Customer Support Manager where necessary.

Adhere to defined policies and processes, ensuring the support team provide a consistent and professional service at all times.

Assist the Support Team in its daily operation.

Do you have experience in Microsoft Office?, Confident communicator (both written and oral), good listening and transcription skills - able to make notes regarding technical issues whilst not having the technical understanding of the subject itself.

Motivated, outgoing, organised individual with a structured reliable approach to seeing tasks and duties completed. Provide a high level of customer service and support at all times.

Strong work ethic. Able to work on own initiative and support the wider team as necessary. Behave in a professional manner in all communications and responses.

Excellent capability in the use of Microsoft products, good capability in the use of CRM and Case Management systems - share relevant information with colleagues, ensuring they are able to follow up and complete any work undertaken should circumstances required it.

Experience:

Essential

• 1+ Years experience in Customer Services
• Excellent experience of Microsoft Office products
• 1+ Years experience in use of Case management tools (ticketing systems/CRM)

Desired

• 2+ Years experience in a Servicedesk environment
• 2+ Years experience in a Software/Application Support environment
• Good technical ability/knowledge/aptitude to translate technical issues into ticket notes