|Job Ref:||204811431||Employer:||cv-library.co.uk||Job Type:||Contract||Country:||United Kingdom||County/State:||Cambridgeshire||City:||Cambridge||Address:||Post Code:||CB1||Salary:||£11 - £12/hour||Post Date:||19/10/2016 02:28|
talentdesk are currently working with a software company based in Cambridge to recruit a Product Support Specialist on a 6-9 month contract to provide primarily 2nd line and also 1st line support to their clients as they work through a project.|
Working in a small team you will be responsible for providing support to customers received through telephone and email and ensure that support tickets are resolved to the satisfaction of the customer and to company guidelines. Duties will include:
- Logging and updating cases onto the CRM system
- Escalating cases not resolved at Tier 2
- Monitor job queues
- Carry out detailed investigations
- Troubleshooting issues via remote access sessions
- Resolving or escalating cases
- Revise and share document processes
The ideal candidate will have previous experience in a technical helpdesk environment offering 1st and 2nd line support environment and have the ability to guide non-technical people through IT support issues with patience and clear communication whilst providing a first-class experience. Competence in using Salesforce is an advantage.
Please note there may be the necessity to work potentially 1/2 bank holidays within the year.
This position is offering £11.00- £12.00 per hour