Come join us and make a difference in the world!Discover more at www.Necsws.ComJob DescriptionThe primary purpose of the role is to analyse and resolve queries/problems that are raised by customers of Origin Software.Key Duties & ResponsibilitiesDuties will be:To provide the highest level of customer assistance giving advice and guidance on all issues, dealt with in accordance with the Support Code of Practice and Maintenance contracts.
Measured through productivity, closure rates and customer satisfactionManage assigned Incidents effectively and efficiently in accordance with Support processes and proceduresKeep customer information systems (Jira Service Desk) up to date with all incidents and any other relevant customer contact activityShare information with other team members on key trends and new issues, responding quickly to requests for assistanceProvide regular updates to knowledgebase ensuring information gathered is relevant and informativeReview functionality changes to the product proposed by the product management and delivery departmentsQualificationsSoftware application supportGood general knowledge of Information TechnologyWorking knowledge of SQL (PL/SQL preferred)Good knowledge of general Oracle systems, training will be provided on the specific systems being used although an understanding of Oracle support would be beneficialAbility to prioritise and manage work in a customer focused environment, working to stringent SLA'sAbility to work with others as part of a teamExcellent communication skills particularly with customer representatives in writing and verballyAbility to both shape, enhance and follow standard proceduresA good understanding of ITIL and applying this framework to the working environmentAdditional InformationWe are proud of the benefits we offer employees of NEC Software Solutions25 days paid holiday with the option to buy/ sell4 x basic salary life assurance cover (with the option to increase cover at an additional cost)A Group Pension PlanA selection of flexible benefits to suit your individual needsCandidates must be able to demonstrate a pre-existing right to work and travel within the UK.
Documentary evidence will be required.All offers are subject to satisfactory vetting and reference checks.NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities.