2nd Line Application Support Engineer - Customer Service - SQL

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2nd Line Application Support Engineer - Customer Service - Fix, Troubleshoot, Resolve - SQL - Integris - Communication to non-technical users - Basic Disclosure

My client a leading technology provider to the Education Sector is seeking a Customer focussed 2nd Line Application Support Engineer to join their existing team in Bellshill.

The successful candidate will be required to provide 1st & 2nd line telephone, email and online based technical support to customers with issues and queries surrounding an in -house product utilised by our clients customers nationally. Training will be provided on all products.

With a background in completing service calls including troubleshooting and resolving incidents, you will also be able to identify and implement tasks to improve processes, simplify activities, and improve customer engagement/ satisfaction

Key Duties:

* Provide direct support to customers by taking calls, resolving support issues and responding to general queries

* Managing support calls prioritising, fixing and escalating effectively.

* Liaising directly with customers and be required to close calls within stated service level agreements.

* Provide proactive day to day management and support for the supported products

* Working with colleagues to ensure that all telephony and call handling targets are met successfully.

* Log support calls on behalf of customers and liaise directly with those customers either via telephone or via support online to resolve those calls to the customer's satisfaction.

Skills:

* 1st/ 2nd Line Telephony support

* An understanding of SQL

* Excellent Customer Service skills

* The ability to liaise with technical and non-technical users effectively

Highly Desirable Skills:

* Experience of supporting users/business managers in the education sector

* Knowledge of Management Information Systems

* Experience of supporting other Cloud based or server hosted applications

Please note candidates must be willing to undergo a Basic Disclosure Scotland check before the contract commences