1st Line Technical Software Support Analyst

  • To be hands-on within the help desk function ensuring that the highest level of customer service and customer satisfaction is attained within associated SLAs.
  • To contribute towards the complete international VURBIS organization to fully satisfy customer needs and fully support the Supplier On-Boarding teams. This will include ensuring that all contractual SLAs are met and that
    there is a high level of customer satisfaction in problem solving, fault resolution and most important “Communication”. Let the customer know the status before the customer need to ask for it.
  • To be the first point of escalation within the team for managing issues flagged by customers or the supplier consultant teams for your area of expertise.
  • To use your high level of technical ability in resolving software support or environmental issues found by external customers and internal Stakeholders whilst using the VURBIS suite of software products and websites.
  • To deal with and resolve complex support cases, explaining them in Plain English to either the Sales Team Members to relay back to customers or directly to senior customers who have a good degree of knowledge in finance and procurement but may struggle with the technology, including being present on conference calls and
    support other staff members such as pre-sales, sales, account managers and customer managers.
  • The 1st Line Technical Software Support Analyst needs to be able to work in a team but also be capable of working on their own and has proven experience of supporting customers with software application issues and working with high sensitive support case volumes.
  • Monitoring responses from Supplier consultant teams and assisting them in providing effective and suitable responses to customers where they need assistance including knowledge sharing and one-line training.
  • Checking and then Running tests raised by the VURBIS 2nd Line Support Teams using standard reusable XML mapping Scripts.
  • Creating complex XML Mapping Scripts and performing complex tracing and fault finding.
  • Performing screen shares with customers either to see what their issue is or to provide guidance to them where other methods of guidance have failed.

Skills and Experience

  • Background in helpdesk/customer care essential, specifically within a technology environment – must have experience of a small fast-growth business
  • Some XML and Java scripting capabilities
  • Experience with the VURBIS suite of software
  • Commercial approach, appreciates the importance of customer retention and ROI
  • Will have worked in a customer-focused B2B (Business to Business) environment with a good understanding of customer requirements/market
  • Must demonstrate a hands-on approach and consistent delivery

Person Specification

  • You should have a good understanding of financial and procurement processes and procedures used within Small, Medium and Large Enterprises
  • You should be able to demonstrate initiative and have excellent lateral-thinking and problem-solving skills
  • You should be a team player who integrates easily and communicates positively
  • You should be able to identify where support is required and proactively provide it
  • You should be committed to providing outstanding customer service (internally & externally)
  • You will need to be energetic and self-motivated – thriving in a hands-on environment and require minimum management supervision
  • You need to be flexible and adaptable – excited by new ideas and/or technology and, willing to pick up and work with new initiatives no matter how unfamiliar
  • The role requires people who are ambitious, seek to improve their performance, are interested in training and generally in personal development
  • You should be highly organized – managing workload and delivering effectively and efficiently
  • Excellent English in word and writing (no accents very important)

Salary & Benefits

Salary will be based on your current knowledge of the above technologies.

About Vurbis

Vurbis is an international organization selling Cloud Solutions to large corporations like Twitter, Citi Group, JP Morgan, Airbus, Tata Steel, Arcelor Mittal. We have offices in Europe, United States and Australia. The Head Quarters of Vurbis is going to be located in Mauritius where we are incorporated since September 2018.

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