Wiltshire,
Capita
Support Consultant - Trowbridge
As a key member of our Support team, you will be responsible for responding to, investigating and resolving customer inquiries relating to Capita's wide range of software applications. You will use your technical, customer service and creative problem solving skills to ensure that we provide a high quality and timely response to our customers. The successful applicant will need to be able to work effectively within a busy environment whilst building and maintaining effective relationships with both our customers and within our wider business.
You will primarily be responsible for providing both first and second line support for our eSolutions products which include hosted cloud based applications, public facing web applications, mobile device integration, Back Office database integration and third party application integration. Therefore any experience of accessing database applications and diagnosing problems and identifying solutions is highly desirable for this role
Key Objectives
To ensure that cases are both logged and progressed to the satisfaction of both the Support Manager and Professional Services Manager.
To ensure that cases are responded to and resolved within the timescales set out in our customer service level agreement.
Learn the skills needed to become a highly effective first line of support for our products, which requires the building of effective customer relationships and the ability to manage cases using a variety of methods.
To undertake detailed investigations of issues reported by the customer which includes potentially testing issues in either customer or local test environments and raising bug reports and providing effective workarounds where applicable
Taking responsibility for building internal relationships with colleagues and other parts of the business by gaining and sharing knowledge amongst your fellow team members and where appropriate sharing this information with both the wider customer base and the rest of the CSS business
Essential Experience/Skills
Excellent communication skills, you will need to be able to convey potentially complex and difficult issues both verbally and in writing in a way that the customer can understand
Strong client relationship management skills
Excellent organisational and problem solving skills
Technical background with an understanding of web based technologies.
Desired Experience/Skills
Some experience of working in a customer focused software product support role
Experience of accessing database applications and diagnosing problems and identifying solutions
Personal Attributes
Ability to be able to analyse and effectively solve problems
The ability to be able to work under pressure, prioritising effectively to meet demanding deadlines
Excellent customer service skills
Be a 'Team Player'
Flexible attitude towards work
Enthusiastic and self-motivated
Ability to work on own initiative
Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.
Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.