POSITION DESCRIPTION
Reporting to the Support Manager, the Support Specialist will:
Ensure customer requirements are met with consistently high quality of service.Identify the need for new enhancements to existing software.Engage appropriate internal resources to resolve technical issues and update our customers on progress toward resolution.Ensure that each support issue and resolution is adequately documented.Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement.Determine which issues require software support and redirect those that do not to the appropriate resolution team.Improve customer service quality results by studying, evaluating, and redesigning processes and establishing and communicating service metrics and monitoring and analyzing results.Maximize customer operational performance by providing help desk resources and technical advice.Enforce company policies and procedures.REQUIREMENTS
Advanced use of Excel and SQL handling.
Bachelor's degree in systems engineering or related field.
Strong commitment to rigorous, quality-driven process methods.
Must have strong presentation, interpersonal, written, and oral communication skills.
Must have demonstrated the ability to provide consistent, high-quality responsiveness and overall service to clients.
Need to be able to build successful relationships with clients via telephone and email.
Excellent business English is a must.
Excellent interpersonal skills.
A team player who can also work independently.
Positive attitude.
Critical judgment.
Strong problem-solving skills.
High sense of operational excellence, disciplined working, and effective time management.
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