MS Excel (nice to have)
To support our Support team, we’re looking for a motivated Support Specialist . As a member of the Support organization, you will resolve post install customer inquiries via phone and electronic means.
Your focus is to provide level one support, including problem resolution within published goals using the Knowledge Base, product documentation, Lab Testing, etc. to resolve issues.
Working in Technical Support, the Support Specialist will provide first class technical support to Infrasys customers by troubleshooting, analyzing, replicating and diagnosing issues in line with the Shiji service levels and best practice, with a focus on quality working and customer satisfaction.
Provide first level support to our Infrasys customers with a focus on quality and customer satisfaction and within the defined parameters of Infrasys support services.
Understand our customer needs, expectations and assist them using our applications.
Track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
Escalate Tickets which need further investigation by 2nd and 3rd Level Support.
Analyze and clarify customer queries though troubleshooting and researching, using existing Knowledge Base, product documentation, Lab Testing, etc.
Attend regular product / technology training to remain up to date with developments of the Infrasys solution.
Experience of supporting customers over the phone
Experience using Remote Access Tools to support customers
Networking skills Setting up, troubleshooting and configuring Computer Skills
Setting up, upgrading, trouble shooting, installation and configuration
Experience in a customer facing role working to defined levels of service delivery
Experience of using IT systems to include OS installation and configuration
Fluent in English. Multi-lingual beneficial. (Spanish, French, Italian, German)
Strong troubleshooting skills with the ability to identify opportunities to improve efficiency
Proficiency in Microsoft Word, Excel, Outlook and PowerPoint.
Ability to work independently and in a team environment.
Operates with energy, direction, speed and quality
Experience of writing knowledge base articles for internal publication
Mentoring colleagues when faced with challenging issues
Applicable Competencies :
Customer Focus : Passionately meets or exceeds customer Expectations. Enters the customer’s world through listening and understanding.
Nurtures relationships by recognizing and delivering on customer needs and opinions.
Problem solving : Takes initiative to identify current and potential problems and determines the best solution. Involves the people and resources required.
WHAT WE OFFER
Challenging and creative technology environment with a great deal of freedom and responsibility;
Feedback and initiatives are always welcomed, you’ll also get full ownership to help shape the company's future;
Opportunity to grow inside the global organization and develop yourself both professionally and personally;
A modern workplace in our office with an environment conducive to creativity, dynamic, flexible, talented and focused team seeking more growth;
Exciting job within a creative environment and the opportunity to make a real impact on the business;
Full time job contract.