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Client Support Technician

The Role

The role involves providing a polite, helpful, and knowledgeable interface to Customers by telephone, fax, and email as part of our Client Support team.The role will particularly deal with recording and satisfying customer support queries, change requests and small development tasks.A skilled team of software engineers will be available should any issues need to be escalated but the successful candidate will be expected to solve or implement solutions/change requests for > 80% of calls logged.

This hands-on technical role will offer the ideal candidate the ideal position to learn and use a wide range of technologies.The role will specifically involve the following:

  1. Recording and logging customer queries and requests by telephone, fax and email.
  2. Ensuring that from initial logging of an issue, it is attended to systematically until closure according to our internal support procedures.
  3. Implementing any changes or small development tasks requested by clients, Client Support Co-ordinator or our Projects Manager.
  4. When necessary, escalate issues or liase with third parties.
  5. Accurately record details of communications with clients and third parties.
  6. Ensuring that our product development and professional services teams provide more than an adequate level of documentation in order that a high level of support can be delivered to clients.
  7. Produce internal customer service related reports and documentation.
  8. Population of certain areas of our Intranet and Client extranet facilities.

The Ideal Candidate

  1. Will understand Customer needs and technical problems. Offer or implement effective and timely solutions to problems, concerns and issues.
  2. Seek information and diagnose technical problems in a systematic way.
  3. Communicate clearly and concisely both by telephone and in writing.
  4. Be personally well organised, presentable, and manage ones? own time effectively.
  5. Build a high level of technical competency in the TERMINALFOUR product portfolio.
  6. Ability to work in a team environment.
  7. Ability to create professional documentation for internal company use and for clients.

An interest in and experience in web and database based technologies as well hardware and operating systems including:

HTML/XHTML (A high standard will be expected including knowledge and experience of cross browser/platform compatibility issues)

JavaScript, CSS, RDBMs / SQL, Unix, Apache, IIS, Java, Java Servlets, JDBC and Perl

Knowledge of open source solutions including Linux is a key advantage.

Important Notes:

Please note that all details including contact details, CV and cover note should be included within 1 attachment. Acceptable formats include HTML (no graphics), PDF, RTF & Microsoft Word.

Please indicate availability.

Please send your CV to career@terminalfour.com with ?Client Support Technician? as the Subject Line