Application Support Analyst
(Please note that ALL candidates must meet the criteria in the Basic Requirements section at the bottom of this information as well as being able to fulfil the demands of the proposed role.)
Description
This position involves working as part of the Customer Services team dealing with support queries from the customer base and in house staff. These requests can be received by telephone, email, fax or through our web-site.
The Application Support Analyst is part of the Customer Services team, which currently is made up of two Application Support Analysts. The team, and this position, report to the Customer Services Manager.
The role will be primarily office based, with occasional customer site visits that may require overnight stays away from home.
The role is measured by two criteria:
- Quality of work.
- Average number of calls completed per day.
Key Attributes
Support Analysts are able to listen carefully to customers and colleagues, understand what is being asked for, and then to use various techniques to provide a solution. Strong problem solving and investigation skills are required as is the ability to think through a problem in detail. They always check their work thoroughly, knowing that many users may depend on it being correct. They must also be able to work to agreed standards, procedures, priorities and timescales.
This role involves working to tight deadlines and dealing with changing priorities. Even when under pressure they continue to be organised, and methodical ensuring that customers are given accurate and conclusive solutions.
They need to be able to concentrate on detailed tasks for many hours, but also to be able to communicate with customers using non-technical language. A good level of written communication is also essential to keep the customer informed of what is happening with their request.
SMART Objectives for the first 12 months
- Understand and be able to apply all support Procedures within the 1st month.
- Take and deal with customer reported issues within the 1st month.
- Receive thorough product training, gain a good understanding of all areas of the products within 3 months.
- To be delivering an average of 8 completed jobs per day within three months.
- To be delivering an average of 12 completed jobs per day within six months.
Basic Requirements
Must have:
- At least 1½ year's experience of working as part of an application software support team logging and dealing with customer related queries - not just internal/in-house support.
- A working knowledge of Crystal Report Writer including sub-totalling, formulas, parameters, table linking.
- A clean driving licence is required.
Ideally candidates will also have the following experience:
- Microsoft SQL Server and client tools including SQL Enterprise manager and Query Analyser.
- In depth knowledge of Microsoft Windows XP and Windows Server 2000/2003 including configuring ODBC datasources.
- Knowledge and experience of business processes (e.g. sales order processing, stock control)
- Knowledge and experience of ERP/supply chain software
- Knowledge and experience of accounting and double-entry book-keeping
Please apply to Gail Ratcliffe at recruit@access-accounts.com
