We are looking to recruit a Helpdesk Engineer, who will provide great helpdesk service in the use of our suite of application, to allow them to effectively use our software. In this role you will be the first point of contact for all business users.
Reporting to the Manager, Client Services, the core responsibilities of the position are:
1. Customer Support:
Provide exceptional email and remote product support as necessary, including after hours support at times due to peak loads or staff availability.
Build strong relationships with existing customers through regular contact.
Meet customer satisfaction targets for services delivered.
2. Customer Account Management:
Assist the Sales Manager by escalating and referring any sales enquiries received via the helpdesk.
Be able to identify on-going problems and customer issues and escalate these to the Client Services Manager for treatment at the account level.
3. Project Delivery
Assist the project team on new customer implementations, by preparing equipment and testing in our lab environment.
Run ad-hoc training sessions via web conference, as required.
In time, potentially grow into a regional on-site professional services/project implementations consultant role, in time.
4. Performance, Training & Development:
Work with Manager to develop an effective development plan that balances individual passions with role requirements.
Stay up to date with future technology and target industry trends and directions and be able to discuss these with customers as appropriate.
Excellent verbal and written English communication skills are a must (the consultant would be part of a helpdesk team, esponding to emails via our helpdesk portal).
5-10 years’ experience in help desk and customer service delivery (email support).
Previous experience in Point of Sale, Ticketing, CRM, Booking Solutions ideal.