Client Services Support Technician

Job title:	Client Services Support Technician
Business Division:	SMG, TR, IRL
Reports to:	Client Services Manager
Location:	Exmouth

Purpose of the role - how it adds value

To provide a high standard of customer support to Digita customers in a timely and effective manner.
To provide feedback of information into the design and development process to facilitate continuous product improvement.

Main responsibilities of the job

Respond to customers in relation to the installation, functionality and performance of supported Digita products, either verbally by telephone, or in writing by email or letter.
Concisely and accurately document support request information, paying particular attention to problem description, resolution, user reaction and any follow up action.
Identify causes of and solve problems for customers within acceptable time standards.
Ensure that wherever appropriate, information gained from handling support queries is promoted to our internal knowledge base and communicated to interested parties.
Actively communicate ideas within the Support Department for discussion and consideration.
Actively participate in meetings and discussions as and when required.
Active involvement in the development and maintenance of departmental procedures.
Liaise with the Systems Management Group and Development teams to ensure familiarity with forthcoming product changes.
Identify and react to changing priorities as and when circumstances dictate.
Maintain up to date product knowledge and acquire further knowledge of all relevant supported products to facilitate the continued provision of quality guidance to customers.
Develop an understanding of the specialised fields of expertise and the nature of the marketplace relating to the various Digita products.
Take responsibility and show initiative in areas of own professional development and learning.
Help to establish a quality driven working approach consistent with the aims and objectives of the organisation.
Actively consider ways of improving the quality and efficiency of the Support Department.
Feedback to the Design and Development Department to facilitate continuous product improvement.
Consider the potential risk to the organisation when providing information to customers, particularly when imparting advice.
Consider the boundaries to the level of involvement in resolving support requests, and the risks of operating outside those working boundaries.
Promote and establish a healthy and safe working environment, ensuring that health and safety policies are complied with.
Identify hazards in the work environment that have the potential to create a risk to other employees or visitors to the organisation.

Critical Competencies: skills and abilities required for the role

Skills:

Excellent Verbal and Written Communication Skills
Ability to use a variety of IT applications
Thorough understanding of IT technical issues
Time Management
Internal Compliance
Questioning

Competencies:

Adaptability
Customer Focus
Teamwork & Knowledge Sharing
Analytical Thinking
Results Orientation
Quality Focus
Ability to work on own initiative

Experience: relevant experience for the role

2 years experience within an IT related or financial industry support capacity.
Client Support experience, preferably to external customers, is desirable.
Knowledge of accountancy and associated industries is desirable.

Other Significant Role Requirements: Any other factors which have a bearing on a candidate’s ability to perform

The post-holder will work with minimal supervision and may be expected to deal with other duties appropriate to the role.

The job description is an outline of the post-holder’s duties and responsibilities. It is not intended to be an exhaustive list and may change from time to time to meet the changing needs of the organisation.