Job Description
This role is based in the European headquarters. The Company has offices or agents around Europe, so most aspects of this role are pan-European and may require occasional travel. We seek a solid, enthusiastic committed individual who is looking for a technical support and customer service management development role, but who still enjoys the hands-on work.
Key responsibilities include:
European Customer Services and Technical Support:
We offer a world-class telephone-based support service to our customers via third party vendors based throughout Europe. The candidate should have a good understanding of managing and developing support services and be able to demonstrate good budget and supplier management skills. The candidate will be expected to be at the fore of developing and continually re-evaluating our service and support offerings and how they can help grow or enhance our customer proposition.
Maintenance and development of existing systems:
The candidate will be responsible for the support, management and development of local systems such as:
CRM & Operational systems – FileMaker or database experience preferable.
Customer-facing web-based systems – knowledge of web development an advantage.
Desktop Support:
The candidate will be able to assist in UK desktop support and will need to work with and manage a part-time hardware engineer to troubleshoot and cure any hardware problems.
Ideally the candidate will have or quickly gain Knowledge of the following software applications:
- FileMaker Pro, MS Office and Citrix as well as being able to assist with first line support of predominantly Mac-based servers for data, print and Citrix services, Network Support including
Wireless/wired LANs, WAN, ADSL, ISDN and VPN communications. Knowledge of telephone systems would be useful but is not essential.
Lead, with IS and line manager guidance, in project-managing new systems and enhancements to existing systems across all of above.
Website management:
Any knowledge of best practices in creating or managing a website and webstore would be an advantage, though not essential.
