Support Specialist Infrasys Cloud

As a member of the Support organization, you will resolve post install customer inquiries via phone and electronic means. Your focus is to provide level one support, including problem resolution within published goals using the Knowledge Base, product documentation, Lab Testing, etc. to resolve issues. Working in Technical Support the Support Specialist will provide first class technical support to Infrasys customers by troubleshooting, analyzing, replicating and diagnosing issues in line with the Shiji service levels and best practice, with a focus on quality working and customer satisfaction.

• Provide first level support to our Infrasys customers with a focus on quality and customer satisfaction and within the defined parameters of Infrasys support services.
• Understand our customer needs, expectations and assist them using our applications .
• Track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
• Escalate Tickets which need further investigation by 2nd and 3rd Level Support.
• Analyze and clarify customer queries through troubleshooting and researching, using existing Knowledge Base, product documentation, Lab Testing, etc.
• Attend regular product/technology training to remain up to date with developments of the Infrasys solution.

Requirements

• Experience in supporting customers over the phone and using Remote Access Tools.
• Networking skills - Setting up, troubleshooting and configuring
• Computer skills - setting up, upgrading, troubleshooting, installation and configuration.
• Experience in a customer facing role working to defined levels of service delivery.
• Experience of using IT systems to include OS installation and configuration.
• Strong troubleshooting skills with the ability to identify opportunities to improve efficiency.
• Proficiency in Microsoft Word, Excel, Outlook and PowerPoint.
• Ability to work with energy, direction, speed and quality both independently and in a team environment.
• Fluent in English. Multi-lingual beneficial. (Spanish, French, Italian, German)
• Experience of writing knowledgebase articles for internal publication
• Mentoring colleagues when faced with challenging issues