This exciting role offers the opportunity to provide expert 1st and 2nd line support, working within defined SLAs, while being involved in the deployment, configuration, and integration of cutting-edge software.
Key Responsibilities for the Application Support Engineer:
- Provide direct application support and consult on software implementation.
- Manage service requests and support tickets within SLA timelines.
- Assist in software installations, upgrades, and telephony system integrations.
- Troubleshoot system errors and performance issues.
- Build and maintain strong customer relationships, offering advice and recommendations on software use.
- Document knowledge and create internal procedures.
- Assist with licence management and CRM maintenance.
- Experience: 3+ years in a Level 2 (and potentially Level 3) Technical Support role. Experience in contact centre support is highly desirable.
- Skills: Strong troubleshooting, diagnostic, and technical support skills, with experience in Windows platforms, SQL Server, Active Directory, and network protocols.
- Personality: A proactive individual with excellent communication skills, attention to detail, and the ability to work both independently and as part of a team.