Greycon is the leading provider of supply chain planning & optimisation, production planning & detailed scheduling, trim optimisation and manufacturing execution systems for roll-based & flat sheet industries. We operate throughout the world. Our strength is the extensive range of specialist software solutions for Paper & Board, Metal, Nonwoven, Film & Flexible Packaging, Converting, and Printing & Additive Manufacturing industries supported by powerful optimisation algorithms and a highly experienced team of consultants.
POSITION:
We are seeking a dedicated professional for the position of 2nd Line Support Engineer. The successful candidate will be an integral part of the Support Team delivering a first class, professional customer service in a 1st and 2nd line support position.
This position provides end-user support for our constantly changing specialised software applications. As a team member, you will provide timely and efficient application and technical support to existing customers via phone, web and/or email. Using sound judgment and taking decisions within established procedures for each service request, you will diagnose and skillfully identify and apply prioritisation to the cases open with you whilst adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.
In addition to your duties in customer support, the role extends to Professional Services, in the areas of both software implementations for both new name and back to base upgrades.
JOB RESPONSIBILITIES:
To reactively & proactively support our customers through case management in our CRM
Follow up any “customer care” calls
Troubleshoot customer support cases in a timely manner – meeting and exceeding our own KPIs
Accurately diagnose the support case to ensure it reaches the correct support queue communicating this to the customer
Serve as primary support liaison between clients and the service desk
Keep clients informed of progression with issues and provide follow up as necessary
Collaborate with other departments as necessary to expedite resolutions
Promote and maintain a high quality, professional, service-oriented company image among clients
Assist with QA and testing of the product suite
Provide pro-active support assisting the Professional Services teams with remote upgrades and implementations
Maintaining remote access/support documents and customer records on our CRM
To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to your line manager for service improvements.
JOB QUALIFICATIONS:
Experience in an IT setting is essential (full product specific training will be given)
Good Microsoft Office skills, particularly Excel, Word, Outlook and Power Point
Previous experience in face-to-face or telephone-based customer service preferred
Previous work experience coupled with an IT based degree and / or MCP qualification would be an advantage
Good technical understanding of the basic IT systems including SQL databases, networks and IIS
Experienced in Customer Service or IT Support is essential.
Good Spanish, English and Portuguese language skills are important
Your Personal Characteristics will include:
Must be goal-oriented and able to work independently as well as in coordinate efforts with other team members on universal customer issues
Excellent communication skills, particularly over the telephone, with the ability to explain issues clearly and simply, both verbally and in writing
Has a courteous and professional phone manner, demeanour and attitude
Has excellent interpersonal skills
An ability to build a rapport with customers
Logical and analytical, with a methodical approach to problem-solving
Solution-focused, with ability to prioritise
Persistent and resilient under pressure, with a good sense of humor
Accurate, with high attention to detail
Good team player, yet willing to take personal responsibility for issues
Self-motivated, resourceful and keen to learn and share knowledge
Enthusiastic, motivated, empathetic and professional
Flexible and hard-working approach
Excellent administrative and organisational skills
Able to manage multiple tasks
Able to remain calm under pressure and problem-solve accordingly
Must be willing to work variable hours
The job role will be on a rotation set of shifts with a range from 9am through to 7:30pm. 24/7 on call coverage will be part of the role once fully trained.
This will typically be one week in every 6-8 weeks and carried additional compensation.
Salary will be commensurate with experience and job responsibilities. We offer excellent benefits.
COMPETENCIES:
ESSENTIAL
Customer Focus
Technical Learning
Problem Solving
Written Communications
DESIRABLE
Drive for Results
Self Knowledge
