Support Analyst Job Description
(Please note that ALL candidates must meet the criteria in the Basic Requirements section at the bottom of this document as well as being able to fulfil the demands of the proposed role)
This position involves working as part of the Support team dealing with queries from the customer base and in house staff. The Application Support Analyst is part of the How to create a login to BV's old database ?Customer Support team, which currently is made up of 2 Application Support Analysts. The team, and this position, report to the Customer Services Manager. The role will be primarily office based, with the occasional on site visit that may require an overnight stay The role is measured by two criteria: 1. Quality of work. 2. KPI average number of calls completed per day.
The 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 concluding solution. 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. They will often be working to tight deadlines, and shifting priorities. Even when under pressure they continue to be organised, and methodical. 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.
SMART Objectives for the first 12 months
1. Understand and be able to apply all support Procedures within the 1st two weeks. 2. Take and deal with customer reported issues within the 1st month. 3. Receive thorough product training, gain a good understanding of all areas of the products within 3 months. 4. To be delivering an average of 8 completed jobs per day within three months. 5. To be delivering an average of 12 completed jobs per day within six months.
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Must Have: At least 1½ year’s experience of working as part of a support team logging and dealing with customer related queries. Crystal reports writer including totalling, sub totals, formulas, parameters, table linking. 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. Clean driving licence. Ideally candidates will also have the following experience: 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
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