Application support

4 days left

31 Jul 2017
25 Aug 2017
Contract Type
Job DescriptionThis position, as part of Lineten support, has primary responsibilities for providing hands on functional troubleshooting, feature explanation, and monitoring transactions coming through the suite of Lineten products dashboards.The first line support analyst work environment is highly client focused and fast paced, operating environment providing technical and operational support to clients.A successful analyst operates efficiently in this climate, maintains composure, exhibits professionalism, understands our client's needs and delivers the highest level of client satisfaction.Our customers are 24x7 and so is Global Support. Support Analysts will be required to be shift working during rotating weeks for services support.ResponsibilitiesThe role with primary responsibilities to Support functions and to monitor and provide first line operational and technical support to our clients using the Lineten services.Responding to and logging all requests and faults submitted by telephone, email and the IT Service Desk logging tool. Provides support via phone, chat and email, screen sharing, and video conference to Lineten Clients.Follow established support processes and procedures. Write and update knowledge articles ensuring that our customers and partners have the most up to date information.Exhibit exceptional time management skills and provide high quality experience utilizing problem-solving and communication skills.Ability to effectively prioritize and escalate client issues as required - ability to communicate between a technical and non-technical resource is important.Essential QualificationsPassion for Client Experience. Fluent in English, excellent written and verbal communication skills.Action oriented with strong organizational, analytical and problem-solving skills.Highly adaptable, fast learner, able to work with little direction and own customer issues.Technical aptitude in support of learning the Lineten suite of products and solutions.Dependable, motivated, self-starter, with the ability to work independently. A proven ability to work remotely as part of a team, but also with little direction is highly desired as you will work as part of the Support team.Knowledge of Internet development technologies (JSON, HTML, CSS, PHP, XML, API, SQL etc.)Desirable QualificationsBachelor's degree in Computer Science/MIS/Information Technology or equivalent work experience.2+Years minimum working in a client facing support role (1st line 2nd line support roles) in an 1st or second line support capacity.Experience with writing user guides and support processes and troubleshooting web apps a plus.Experience in the food, transport, dispatch/logistics sectors & technical sectors a plus.SkillsSectors