Support Technician

Description:

We are keen to find an ambitious, motivated, forward thinking, and friendly individual for our Sage200 support help desk, the ideal candidate will have experience providing 1st and 2nd line support for Sage200 customers. Experience of 3rd party addons such as Sicon etc would be a bonus.

This is a home-based role with no requirement to attend an office. You will be part of a support team providing email and telephone support to our customers dealing with help requests and resolving problems while escalating when necessary to our senior support.

Key Skills

o  Experience and knowledge of Sage products, ideally Sage 200 although that is not essential.

o  Proven IT support/administration experience

o  Accounting qualifications (AAT or ACCA) would be highly beneficial but are not essential.

o  Excellent written and verbal communication skills.

o  Strong drive for high customer service.

o  Ability to listen and understand issues and consider all possible causes.

o  Strong work ethic.

o  Patience and ability to work in a methodical manner when problem solving.

o  Work well as part of a team.

Key Responsibilities include:

o  Acting as an initial point of contact for customers via telephone or email support channels.

o  Taking ownership for customer cases, diagnose the cause of the issue and resolve in a timely manner.

o  Management of demanding customer situations and escalations by means of creating documentation, testing through solutions and/or participation in conference calls.

o  Maintaining accurate and detailed records in our ticketing system.

o  Manage client expectations by providing updates on current issues.

o  Participate and contribute to the daily support meetings