Technical Support Engineer
Providing telephone and remote support for ASC (Access Supply Chain), and integrated software products.Duties include: • Responding to queries from our customers received by telephone, email and other media. • Conducting detailed and in-depth investigations into issues reported by customers and colleagues and working effectively with other members of my team to find solutions.• Identifying and testing potential coding issues, replicating the issue and reporting to the relevant… Show more Providing telephone and remote support for ASC (Access Supply Chain), and integrated software products.Duties include: • Responding to queries from our customers received by telephone, email and other media. • Conducting detailed and in-depth investigations into issues reported by customers and colleagues and working effectively with other members of my team to find solutions.• Identifying and testing potential coding issues, replicating the issue and reporting to the relevant development teams for resolution owning the issue throughout until rectified. • Strict adherence with the company’s policies and procedures (especially when handling customer data).• Arranging and performing or assisting in upgrades to customer sites. • Responding proactively to critical issues where customer sites are down and in need of urgent attention.• Extensive product knowledge and understanding of customer systems and a high degree of IT literacy.• Adherence to ISO27001 rules and regulations as Access is a certified member. • Investigating any accounting issues including helping audit customer ledgers. I have also been given the opportunity to expand my product portfolio and now have been trained on our Orchestrate software. I am now supporting two products for Access, increasing my responsibility, work load and knowledge-base. Show less
