Service and Support Representative (Technical)

As Service Support Representative (Technical) your role will coordinate excellent customer service coordinating the prompt resolution of customer support requests, incidents or tickets. Supporting a Remote and first fix culture. Confident in your technical understanding you will escalate tickets, when appropriate, to the next level of technical support to ensure timely resolution. With a high level of attention to detail you will log calls, keep customers fully informed, maintain service desk data and customer portals, undertake remote system fault finding and analysis. Manage routine software updates and roll-outs. A keen learner you will be an active participate in training sessions and share knowledge with your team members via the maintenance and updating of the knowledge base. You will support your own and team learning by identifying the need for creating and implementing technical documentation and user guides as required. As a small team, we ask you to take your share of the customer calls and emails on a rotational shift pattern. These are based over three shift patterns between the hours of 07:00 and 19:00 Monday - Friday (40 hours per week) and will include a one in four 'on call' week where you will be requested to be available later into the evening and over the weekend.