Technical Support Advisor

Job Purpose:

To provide effective diagnosis and resolution of technical cases escalated from First Line Customer Support team, dealing with more complex issues and queries to provide an efficient resolution to customers ranging from food retailers to farmers.

Main duties and Responsibilities:

=         Become a Product Specialist with detailed knowledge of our software solutions and help build and maintain an internal Support Knowledge base used by the whole Support team to investigate and resolve software queries and issues.

=         Work closely with the Development and Infrastructure teams to escalate wider or more complex issues and raise common issues within their product that need long term solutions.

=         As a Product Specialist, be involved in various forums and feedback sessions to ensure product development and prioritisation of bug fixing/maintenance is in line with customer needs.

=         For issues that First Line are unable to resolve, the Technical Support Advisors will carry out deeper investigation using a range of technical tools, liaising directly with customers for any additional information where required.

=         For issues within their scope of knowledge, provide solutions to the customer or carry out fixes remotely. 

=         Escalate issues to Test, Development or Infrastructure teams where necessary, liaising with these teams and the customer to identify issues and provide interim solutions or workarounds.

=         Provide information to First Line support on known issues, to ensure First Line are equipped to manage customer queries.

=         Keep all Support records up to date with status and detailed notes.

=         Monitor and ensure cases are actioned within agreed SLA’s.

=         Attend and contribute to TSA Team meetings to share knowledge and suggestions so that the whole TSA Team works to common standards and best practices.

=         Keep the customer and First Line Team informed as to progress.

=         Provide information for development teams to address long term/wider customer issues.

=         Liaise with Muddy Boots Training Partner to ensure continuous improvement of product training materials/course content.

=         Assist and support software deployments when required, including release schedule and content management.

=         Testing and bug identification to aid efficiency within the development process.

Person Specification:

Essential

=         IT Helpdesk experience (first or second line)

=         Previous experience in a similar role

=         Highly organised and self-motivated with a pro-active attitude

=         Excellent written, verbal and interpersonal skills

=         An eagerness to take ownership and accountability of all aspects of the role, from beginning to end

=         An acute eye for detail

=         A passion to deliver a high-quality customer experience

=         Ability to form excellent relationships with all colleagues and customers

=         IT Literate and proficient in Microsoft Office

=         Own transport essential in order to work around staggered start and finish times

Desirable

=         Experience of SQL

=         ITIL awareness

=         Experience of working in the food or agriculture industry