Large award winning IT company are currently looking for an experienced Support Engineer to join their team based just outside Colchester.
You will be part of a highly skilled team of support professionals that have a focused approach to delivering exceptional customer service. You will handle every support situation in the same way that you would expect if it were you calling in for assistance. You will respond to enquiries from customers received by telephone, email and other media, and you will be offering solutions in an efficient and pleasant way whilst maintaining high levels of professionalism and confidentiality. Sometimes more detailed investigations will require you to work with other members of the team to identify and resolve problems. On occasion, you may be required to visit customer’s offices to deliver services on a face-to-face basis.
The role includes performing upgrades on behalf of users, proactively contacting customers to review their support requirements and feeding back how improvements can be made to both the software and the performance of the team. You may occasionally be required to assist other departments and attend conference events.
You will also be identifying revenue opportunities and flagging them to the relevant departments.
Skill requirements
• Knowledge of relational databases & ODBC linking
• Experience with SQL scripting essential
• Accomplished user of Microsoft Office
• Very IT literate
• Understanding of day to day business processes
• Basic understanding of accountancy or bookkeeping
• Effective communication via telephone, email and letter
• Effective customer service skills
• The ability to plan and self organise
• The ability to share knowledge with team members to improve overall effectiveness
• Self development
The position offers an excellent salary plus benefits package, including healthcare, pension and free parking on site.