ProQuest Tier 2 Software Support Analyst in United States
Ex Libris, a ProQuest company is looking for a Software Support Analyst to provide technical support and advice for Ex Libris customers around the world by analysing and resolving support incidents.
Duties and Responsibilities:
Provide technical support services to internal and external customers.
Communicate with customers in a professionally and proactively.
Write customer facing technical documentation for products and services.
Managing the full lifecycle of a defect and ensuring its tracked internally.
Work as a consultative partner to the customer-building rapport and providing direction.
Perform technical analysis and provide support for issues related to Ex Libris’ products and services.
Primary point of contact for customer support queries.
Being involved and promoting the product’s knowledge retention activities.
Proactively manage customer expectations in line with the company’s SLA.
Ensure critical issues are escalated and documented as per outlined processes.
Log defects into bug tracking system and provide necessary defect reports.
Essential Qualifications / Experience:
Graduate with BSc Honours, ideally in Computing related degree
2+ years of technical customer support experience
Must have proven experience in troubleshooting issues that involve utilizing problem-solving abilities, available knowledge bases, and a high-level of technical experience.
Possess the ability to learn, retain, and apply new/existing information and new products.
Must be able to demonstrate etiquette, professionalism, and courtesy as well as a sense of confidence and ownership in resolving customer issues.
Ability to deliver outstanding customer service, demonstrate professionalism while maintaining composure in stressful situations.
Excellent written and verbal communication skills with ability to communicate in both technical and non-technical language with customers and co-workers.
Results oriented and energetic
Must be able to work well with demanding deadlines and possess good organisational skills.
Team player and good interpersonal skills.
Experience troubleshooting issues on mobile applications (iOS and Android)
Experience troubleshooting issues on web applications
Experience with helpdesk/support systems
Other important information about this position:
This position is based in the Ex Libris offices in Wolverhampton, UK.
This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours. (Do we need to add information regarding out of hours support from APAC/NA)
Every position requires certain physical capabilities. ProQuest seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.
Location: Wolverhampton, UK
Requisition Number: 2246
# of Openings: 1