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Customer Support (Feb 2014)

REF: CSE01
Job Title: Customer Support
Reports To: Customer Support Manager
Department: Technical Support
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The ideal candidate would be a motivated person who consistently achieves objectives, having well developed inter-personal communication skills, and a sound analytical and investigative approach to problem solving, in addition to being a team player. A strong working knowledge of networking with computers and Operating Systems including Windows NT, 2000, XP, Windows 7/8 and Server 2003/2008/2012, as well as the Microsoft Office suite of programs, is a pre-requisite.  Preference would be given to candidates who would have had two to three years software development experience.  Candidates will be required to travel overseas on business and must have their own transport.  

Reporting directly to the Customer Support Manager, the selected candidate would be required to investigate and resolve software problems of clients using the company’s suite programs. Main responsibilities will include some of the following;  Answering, evaluating, and prioritizing incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with the company software; computer networking and other interoperability-related problems; Interviewing users to collect information about problem and leading users through diagnostic procedures to determine source of error; performing tasks with a view to try to simulate the problem that the client is experiencing; Handling problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or senior technical staff; preparing standard statistical reports; Testing software and hardware to evaluate ease of use and whether product will aid user in performing work as well as training users on the use of the software on-site or in our training room and Installing software at clients premises

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