An established IT company, based in East London, seeks to employ a Senior Support Consultant, to work with their current Support Consultants. The successful applicant will be responsible for the implementation and support of custom designed software specifically for the motor spares retail & distribution market. Working closely with various team members to improve customer service skills, use and enhance support tools, learn effective troubleshooting techniques, and increase system knowledge. Strong communication skills, and a high level of customer service, is essential. 

Responsibilities:

– Instituting corrective actions by completing accurate and complete Jira Project tickets and ensuring developers understand fully what changes are to be carried out

– Supply ongoing applicable system training to fellow Service Desk consultants when required to do so and supply signed-off training sheets

– Supply availability and assist consultants with applicable calls escalated to yourself

– Active involvement in managing two-way communication between ourselves and the relevant Account Managers

– Providing application support to users – Answer, resolve, and log in-bound customer calls, identify issues and provide suggestions and long-term resolutions

– Investigate and analyze system issues to determine cause of issues and appropriate corrective action

– Provide clear, professional, informative and appropriate communication to colleagues, customers, suppliers via telephonic, email, Skype and Team Viewer

– Select and explain the best solution to solving the client’s query, whether it be general system usage, or higher-level queries

– Deconstruct client issues and analyze the various solutions via various communication channels