Roles & Responsibilities
Our client is the leading provider of compliance software to the UK Financial Services sector. Their product set includes Training and Competency, SM&CR, Quality Assurance and Complaints & Customer Feedback Management. Their products and solutions are implemented in more than 70 top tier organisations, used by tens of thousands of advisors, and help facilitate high quality financial guidance to tens of millions of consumers.
Employees are innovative and driven by providing customers with exceptional solutions, understanding their requirements and working as part of a wider team to deliver against these.
As a member of the support team, you are expected to provide professional, efficient, proactive and reactive support to company clients, ultimately progressing raised incidents through to resolution either directly or through escalation to 3rd and 4th tier support functions.
Primary Accountabilities
- Undertake and/or facilitate the resolution of raised incidents within the agreed client Service Level Agreements
- Undertake triage on allocated incidents upon receipt ensuring appropriate information is obtained from the client and the resulting prioritisation and categorisation activities are completed and recorded in the company Support Centre
- Where possible and within a set allotted period of time, resolve the incident ensuring that standard company quality/ release processes and procedures are followed
- For calls that need additional assistance or knowledge transfer (3rd / 4th level support), ensure regular call reviews are undertaken and appropriate client communications take place. Escalate when issues are apparent and clients are being impacted
- Where underlying system problems exist resulting in the raising of one or more Incidents, ensure Problem records are raised for these and managed through to completion in a timely manner including Root Cause Analysis activities
- Continual review and enhancement of the company support processes and procedures with a focus on quality and ‘do it once, do it right’
Secondary Accountabilities
- Have a high level understanding of each clients implementation
- Ensure raised Incidents that are re-allocated to 3rd or 4th line support are allocated appropriately based on individual client knowledge and support/ project workload.
- Access or facilitate access to client environments following all guidelines in place for data security & protection
- Undertake and / or support company software installation(s) or Release Implementations as required
- For received client Requests, ensure the Requests are progressed through the Request Fulfilment process and categorised accordingly
- For received ‘events’ e.g. system generated warnings for hosted services, ensure the events resolution is progressed as required
- For Incidents that necessitate an underlying Product Fix to be deployed to provide full resolution, ensure that the issue is logged in TFS and tracked though to a deployable solution for the client
- Ensure good communications takes place with all clients and that expectations are managed and aligned
- Provide training to internal staff on the use of our support systems and processes
- Undertake administrative tasks as required as part of your day-to-day activities
Skills Required
- 4 plus years’ experience of working in a software support environment with some knowledge of software development life cycle principles and methodologies
- Working knowledge of ITIL based support processes and procedures
- Good knowledge of SSRS, SQL & JavaScript (or similar).
- Knowledge of software installation / technical environment creation on a .net / SQL platform.
- Ability to solve technical problems quickly and clearly to a client via remote channels
- Personal drive to resolve client issues and grow your technical knowledge required to do so
- Experience of working with minimal guidance and ability to demonstrate initiative
- Ability to empathise and prioritise client needs
- High level of professionalism and organisational skills.
- A willingness for occasional travel to client sites as required
Benefits
- Company bonus scheme,
- Flexible health plan
HOURS OF WORK: 9.00 – 5.30 Monday to Friday
HOLIDAY: 26 Days Holiday plus Bank holidays
Please do contact us for more information or visit our Linkedin page.
