Job role

• You will provide telephone, email and remote support for our patented data management software to customers in Russia and Europe. Communication with the customers will be in English.
• You will be responsible for collecting information and logging it in our incident management system.
• You will offer feedback to our customers in an efficient and pleasant way whilst maintaining high levels of professionalism and confidentiality. Sometimes more detailed investigations will require you to work with developers to identify and resolve problems.
• You will be focused on delivering exceptional customer service at all times while being able to quickly assess severity and impact of issues to the customer.

Skill requirements

• Fluent English essential
• Previous experience working in a support department for a software organisation essential
• High degree of IT literacy essential
• Experience with SQL Scripting essential
• Experience of the unix environment (Linux and ideally Solaris) plus good shell scripting capability is essential
• Experience of Perl scripting would also be an advantage
• Knowledge of telecoms, ISP and data retentions industry advantageous
• Effective communication via telephone and email
• Effective customer service skills
• The ability to share knowledge with team members to improve overall effectiveness
• Ability to manage time efficiently and effectively
• Ability to self manage and communicate issues to development effectively are equally very important
• Committed to delivering and maintaining high standards
• Ability to research and own an issue to resolution