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Customer Services Administrator job in Lincoln

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Job Ref:  204809178
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  Lincolnshire
City:  Lincoln
Post Code:  LN6
Salary:  £23000 - £28000/annum Multiple Benefits
19/10/2016 02:27
Role Description

Support Services Administrator in Lincoln , Lincolnshire. This is a very critical position on one of our key long term customer sites.

The Customer Services team is responsible for running the software support help desk, investigating and resolving cases logged by the customer and managing incidents through to conclusion. The role also involves a requirement to carry out software testing.

This 1st /2nd line support role will be responsible for telephone enquiries, managing the Salesforce queue, basic software testing and carrying out basic fault finding techniques to resolve cases or provide more information to the development team.

This role will specifically be based at our largest customer site in Lincoln and the focus of the role will be to log, manage and progress this customer issues

Managing telephone enquiries. This will include general enquiries, technical support for customers and updating customers on progress made on incidents logged.

Case management in line with Cultura Technologies Service Level Agreement. This include case response time, mitigation time and fix times.

The delivery of agreed software testing assignments to timescales and quality.

Providing team leader with case/testing reports.
Customers - this role will be based on the customers site and will be focused principally on one customers incidents Taking calls and logging incidents

Queries and issues handled in a timely manner.
Ensure each assigned case is responded to within the SLA.
Case response times as defined in the SLA have been met.
Ensure each assigned case has a mitigating action completed within the SLA. Case mitigation times as defined in the SLA have been met.
Ensure each assigned case is resolved by the promise date. Case resolution times as defined in the SLA have been met.
Completion of software testing assignments to time and quality. Successful release of software to customers' software system.
Provide technical support to customers relating to the software system. Successfully answer technical queries relating to the software.
Business Ensure that all assigned cases are managed efficiently and within the SLA. Successful performance report.
Work with the developers and professional services team to ensure a successful outcome when assigned software testing assignments. Successful testing assignment reviews.
Feedback to the team leader any delays or problems with case work. Effective case management.
Feedback to the team leader any delays or problems with software testing assignments Effective test assignment management.
Timely timesheets
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