Job Description/Responsibilities
- Provide first and second level support for problem resolution, including reproduction of customer issues, reporting defects and providing workarounds to customers (including patches)
- Interface with product support groups and development groups to facilitate case resolution
- Interpret customer needs, assess impact on the customer and prioritise accordingly
- Accurately record and document case activity in a web based issue resolution tool
- Diligently monitor case metrics as an indicator of performance, on time delivery of milestones, backlog and SLA span for support issues; utilisation and productivity
- Encourage customer feedback and escalate major, elusive or recurrent issues that affect customer satisfaction
- Provide feedback to development and quality teams and participate in Quality Audits, as necessary
- Perform on-site/remote customer support when required
- Good knowledge of, and adherence to, company internal systems and processes. Total commitment to integrity
- Participate in 'Championing the Customer' – devising customer profile reports, understanding user base and user workflows, top issues, site visits etc.
- Maintain awareness of relevant technical and product trends through self-learning/study, training classes and job shadowing
- Help grow team expertise through knowledge sharing (showcases, presentations, technical blogs)
- Contributing to wider Services project work when appropriate, such as testing activities as part of knowledge transfer
- Participation in regional rota to deliver out of hours service
Skills Required
- Bachelor of Science degree in Information Systems, Information Technology, Computer Science, or Engineering or other degree with relevant experience or equivalent level of experience (can be flexible)
- Excellent written and verbal English skills
- Experience of the telecoms, electricity and other utility domains
- Experience with technologies related to the Smallworld product suite, such as Java, JSF, Websphere, FME, .Net and Oracle preferable
Desired Characteristics
- External focus - creates processes with customer viewpoint and impact in mind and goes above and beyond to ensure customer satisfaction
- Relational Database skills
- Good presentation and communication skills
- Able to prioritise and multitask
- Able to work as part of a team
- A GIS/geospatial background is advantageous, prior involvement with Smallworld GIS products and Magik language is particularly sought after