Support Team Co-ordinator (Software Support)

Job Role: Support Team Co-ordinator (Software Support)

Reporting to: Operations Director

The Role

To co-ordinate the work of our support team in the delivery and provision of first and second tier software support to our customers within the Coach Tourisum Industry.

To co-ordinate the implementation of new systems and after care support, including training and ongoing account management.

Role of the Support Team

The support team provides an implementation service and vital front line software support, maintenance, help and training to customers and users who have purchased the Company products and support contracts. This is achieved through various ways including telephone, remote access, email, the Company website, onsite visits and provision of training courses.

Key Duties and Responsibilities

• Co-ordinate the day to day operation of the support function
• Manage customer expectations, ensuring all customer queries are dealt with promptly and within appropriate time scales
• Co-ordinate after sales support and training.
• Ensure customers and users are informed of updates, resolved issues and bug fixes
• Account Management
• Liaise with internal product developers
• Analyse call logs to identify trends and underlying issues
• Attend exhibitions and involvement in company marketing
• Attend meetings as necessary to perform duties and aid business development
• To attend and where appropriate deliver training courses
• To help plan the implementation of new sales and software upgrades and to liaise with team members and other departments to ensure a professional customer experience

Essential Skills, Knowledge and Experience

• Team player with relevant experience
• Effective communication skills via telephone, email and letter
• Excellent organisational skills with the ability to plan and prioritise work to meet deadlines
• A positive, friendly telephone manner and good interpersonal skills
• Experience of using reporting tools
• Good knowledge and understanding of SQL is essential to this role
  
• Be familiar with web based systems and Microsoft Office
• We are looking for someone with strong customer service skills and confident dealing with customer queries

Salary: Circa 30K (dependent on skills, knowledge and experience)

Free Secure Parking

Pension Scheme.

Email recruitment@roeville.com for further details

Hours of Work:

 09:00-17:30 Monday – Friday. Occasional flexi-hours may be required.

Download the Person Specification