Customer Support Consultant

at  Syncos GmbH

JOB DESCRIPTION

Overview

• Incident Resolution
• Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents.
• Take ownership of and follow-through with all priority customer incidents.
• Observe trends with technical issues and recommend improvements to design, documentation or implementation.
• Work with Tech Hub, Services and R&D to expedite incident resolution and ensure seamless delivery of support service to customers.
• Determine when issues need to be escalated.
• Set severity levels with customers.
• Knowledge Management
• Clearly and concisely document all customer interaction and all steps taken to resolve incidents in the Aptean system of record (Salesforce).
• Develop expertise within product area.
• Contribute to a customer focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.
• Attend training sessions offered and assist with peer training as needed.
• Create KB articles and documents using the Knowledge Centered Support (KCS) methodology, to be published and shared both internally and with the customer base.
• Communication
• Offer complete and timely technical explanations to customers throughout the incident resolution process and ensure that customers’ staff fully understand issue, its resolutions and means for prevention.
• Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments.
• Ensure professional telephone manner at all times.
• Additional Duties
• May be required to assist with incident assignment duties.
• Participate in team projects.
• Participates in system and release testing and QA as needed.
• Manage assigned Projects effectively (workload management).
• Recommend improvements in Support policies and procedures.
• Create software and document enhancement requests.
• Additional duties as assigned by management.
• May be required to work outside office hours
• Skills and Abilities
• Understanding of relational database concepts and architecture. E.g. working knowledge of MSSQL sufficient for querying using SELECT statements, confident executing STORED PROCEDURES.
• Sufficient familiarity with Windows operating systems to troubleshoot and understand basic problems with Active Directory, Registry settings and general performance indicators.
• Excellent time management and organizational skills, requiring minimal supervision.
• Excellent verbal and written communication skills.
• Strong analytical problem solving and decision making skills.
• Ability to work efficiently and independently and do whatever it takes to get the job done.
• Ability to handle difficult or sensitive situations with diplomacy and tact.
• Track record in providing outstanding customer service.
• Experience using customer relationship management software e.g. Salesforce