Customer Support at Byteworks

Details:

Responsibilities

• Responsible for reproducing / confirming product defects and reporting such defects to Technical and Product Management Team for future consideration.
• Responsible for escalating technical issues Product Management Team.
• Maintain the support log and make this available to the Client and/or Technology Provider as requested.
• Ensure that all actions and discussions pertaining to software issues escalated and are completely documented in the organization’s Support Portal.
• Ensure that all stakeholders are informed of all product enhancements/ latest releases by working closely with the Product teams and sharing that information with all stakeholders.
• Ensure customer and partner inquiries are responded to within established timeframes and customer care and support service levels are achieved.
• Collate new requirements and communicate them to the Customer Account Executive.
• Attend Client support meetings when required.
• Review and create technical documentation

Qualifications

Minimum of 2:1 in computer science or related field

Required skills

• Proficiency in spreadsheets and word processing
• Typing speed of at least 40wpm
• Negotiation
• Communication and organization
• Customer Relationship Management