We are seeking an experienced Technical Support Consultant who will be responsible for providing our clients day-to-day assistance in using our enterprise software application.

Our ideal candidate can work alone or together with assigned team members to provide timely and professional support and issue resolution for clients. The primary focus will be on troubleshooting issues, data analysis, and advanced client education on software functions.

Responsibilities & Duties

• Respond to issues or queries logged in our third party ticketing system in line with our SLA’s
• Trouble-shoot issues and queries in order to provide a timely solution
• Escalate issues and queries via the appropriate internal channels where necessary
• Ensure the customer is kept up to date regularly on progress in line with our SLA’s
• Ensure all activities are recorded appropriately

Skills & Requirements

To be successful in this position, you would have:

• A degree or similar in an IT related field
• Over 5 years experience in a helpdesk environment or similar, working with US-based customers
• Customer oriented and excellent verbal and written communication skills
• Ability to work independently and/or as part of a team
• SQL Server skills (e.g. interrogating databases, understanding table structure, running queries & Stored Procedures)
• Understanding of IIS and Web hosting would be an advantage
• Working knowledge of ERP/Financial systems (SAP B1, Sage, Navision, etc) also an advantage
• Taking own initiative
• Strong troubleshooting skills and attention to detail (considering the long scripts and logs used)
• Full fluency in English language