Support Consultant

The primary purpose of the role is to analyse and resolve queries/problems that are raised by customers of Origin Software.

Key Duties & Responsibilities

Duties will be:

• To provide the highest level of customer assistance giving advice and guidance on all issues, dealt with in accordance with the Support Code of Practice and Maintenance contracts. Measured through productivity, closure rates and customer satisfaction
• Manage assigned Incidents effectively and efficiently in accordance with Support processes and procedures
• Keep customer information systems (Jira Service Desk) up to date with all incidents and any other relevant customer contact activity
• Share information with other team members on key trends and new issues, responding quickly to requests for assistance
• Provide regular updates to knowledgebase ensuring information gathered is relevant and informative
• Review functionality changes to the product proposed by the product management and delivery departments