Respond to enquiries from customers in relation to the installation, functionality and performance of supported products either verbally by telephone, or in writing by email or letter
Concisely and accurately document support request information, paying particular attention to problem description, resolution, user reaction and follow up action.
Identify causes of and solve problems for customers within acceptable time standards
Ensure, where appropriate, information gained from handling supports queries is promoted to the knowledge base and communicated to interested parties.
Feedback to design and development to facilitate continuous product improvement
Actively communicate ideas, thoughts and tips etc within the support department for discussion and consideration.
Actively participate in meetings and discussions.
React to changing priorities.
Assist in the distribution of various forms of media for both existing and new customers.
Maintain up to date product knowledge of all supported products to facilitate the continued provision of quality guidance to customers.
A good team player with the ability to work on own initiative