Description
Proteus Europe is searching for a Customer Support Consultant for one of our clients based in Cambridgeshire.Please note that Smallworld or magik language skills are absolute key requirements for the role.
Our Client :-
At the cutting edge of technology and innovation, they have a deserved reputation for excellence in the field of power conversion. With employees around the world build close ties to customers, enabling them to offer solutions that meet the most demanding standards of quality and performance, as well the follow-up to match individual needs.
Your New role :-
The purpose of the work is to perform customer support duties, primarily answering Smallworld support calls logged by the clients customers and partners covered by the UK office across the region which includes but is not restricted to Europe, Middle East, Africa and India.
Key Deliverables:
- Provide first and second level support for problem resolution, including reproduction of customer issues, reporting defects and providing workarounds to customers (including magik patches)
-Respond and resolve cases within customer Service Level Agreements
-Interpret customer needs, assess impact on the customer and prioritise cases accordingly
-Key Tasks:
-Take ownership of assigned customer cases and accurately record and document case activity in Sup- portCentral (Web based Issue Tracking Tool)
-Perform on-site/remote customer support when required
-Regular communication with customer regarding progress, case status and solution delivery timescales
-Interface with product support groups and development groups to facilitate case resolution
-Reporting defects in ClearQuest, validate fixes and workarounds from the engineering team, deliver solu- tion to customer
- Agree customer acceptance and case closure
Your Skills and experience :-
Essential Skills :-
Technical:
-Technical expertise in Smallworld GIS products (Core, PNI, GSS, Electric Office)
-Smallworld Database and System Administration experience (e.g. VMDS, superfiles, backup and recovery etc.)
-Magik programming skills appropriate for customer support e.g. debugging, code analysis and developing workarounds
-Experience of the electricity, telecoms and other utility domains
General:
- Excellent written and verbal English skills
- Good presentation and communication skills
- Able to prioritise and multi-task
- Able to work as part of a team
- External focus - creates processes with customer viewpoint and impact in mind and goes above and be- yond to ensure customer satisfaction
Desirable Skills :-
-Experience of configuration of customer applications and deployments
- IT expertise - hardware specifications, troubleshooting, file-systems etc.
-Experience with technologies related to the Smallworld product suite, such as Java, JSF, Websphere, FME, .Net and Oracle preferable
Proteus Europe operates in partnership with our candidates by building strong and lasting relationships at all levels.
If you apply for this role, we will:
- Contact you within one week to discuss your current situation and suitability for this role.
- Keep searching for other suitable positions should this role not be right for you.
- Keep you informed at every stage of the recruitment process.
- Actively follow up with our client on your behalf to gain useful feedback throughout the process.
If you are looking for a new role, but this role isn't quite right for you, please contact us in confidence for a discussion about how we can help you.