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Support Analyst - Support Services

Eingestellt von Jobs At Capita

Gesuchte Skills: Client, Support

Projektbeschreibung

SUPPORT ANALYT

PURPOSE

To provide assistance to clients with any queries or problems. To ensure that clients receive a high quality support service in accordance with their software maintenance contract, whilst adhering to the policies and procedures of Capita Software Services.

PRINCIPAL RESPONSIBILITIES

- Administration and maintenance of central CRM, customer portal and client repository areas including the validation & collation of client contact details.
- Administration, distribution and maintenance of licence inventories.
- Management, creation and distribution of software fault, release & patch, user group and general customer notifications.
- Production of management information reports as required.
- Assist with annual maintenance administration
- Develop and maintain a level of knowledge to advise customers in matters relating to the F&HE software suite.
- Ensure all calls are cleared as quickly and efficiently as possible.
- To document all communications and actions pertaining to logged calls.
- Keep client informed at all times of the progress of their support call and manage their expectations.
- Follow all calls through to their satisfactory conclusion as agreed by the client.
- Use judgement as to whether client requests fall under their maintenance contract and to escalate appropriately if not.
- Ensure that the Support Services Team Leader is kept appraised with any issues that may impact client satisfaction and service levels.
- To work in a systematic manner in accordance with the Company's standard procedures and guidelines.
- Other duties of a similar nature as may be required from time to time by the Company.

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.

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Jobs At Capita