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    Product Support Specialist - Lincoln, Lincolnshire, United Kingdom - Ecisolutions

    Ecisolutions
    Ecisolutions Lincoln, Lincolnshire, United Kingdom

    4 days ago

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    Description

    For more than 30 years, ECI Software Solutions has been providing industry-specific, cloud-based business management software and services to small and medium-sized businesses.

    With divisions focused on manufacturing, wholesale/retail distribution, building and construction, and field service, ECI's solutions integrate into every aspect of a customers' business to help them level the playing field, run day-to-day operations more efficiently, and free them up to focus on what matters most.

    But ECI doesn't simply deliver amazing software solutions; we also have an award-winning company culture.
    We offer competitive benefits focused on employee well-being, including paid volunteer time off
    Come join a worldwide team with a strong culture of inclusion, professional development, and collaboration. Technical support opportunity - Product Support Specialist

    Customer satisfaction is key to our success and our Customer Support Team are now looking for technically minded customer service champion to join them as a Product Support Specialist.

    Product Support Specialists are the second tier in our customer support function, working closely with colleagues in the Customer Experience and Technical Support teams.

    Product Support Specialists diagnose software issues and troubleshoot application errors to achieve a successful and timely resolution for our customers.

    You will be supporting small to medium-sized entrepreneurial businesses using our ECI ERP solution Trimergo.
    Directing customers to available resources such as Online Help, Knowledge Base Articles, and customer training materials.
    Diagnosing software issues by reviewing software setups and configuration, system settings, data, etc.
    Escalating suspected software defects to our Technical Support Specialists with well documented notes on troubleshooting performed.

    Create, edit, and update Knowledge Base articles, training materials or other materials used to provide information and support to customers.

    Provide support for multiple product lines.
    Participate in continuous learning, product rollout sessions, and other internal training opportunities.
    Previous experience of a providing telephone-based customer support service – if this is in a software or technical environment even better
    A high-energy can-do attitude, with excellent decision making, analytical and customer service skills
    Great interpersonal skills and able to share relevant information effectively verbally and in writing
    Good understanding of networks and IT infrastructure including network architecture and security
    Ability to provide user support on Windows x86 – 10, Linux and Mac operating systems
    Good Knowledge of MS SQL, SQL Server 2008 – 2016+
    Our Customer Support Team is based out of our Lincoln office in the UK. We have fully embraced hybrid working so flexibility is offered to support a mixture of home and office-based working.

    Fully remote working in the UK is also offered where candidates are able to attend the office for planned training and team meetings as necessary.

    The team work 8 hour shifts between the hours of 8am and 6pm Monday to Friday. In addition to our competitive salary and award winning culture, we offer an excellent benefit package.

    We even offer our employees a day off to serve their community Crave Greatness, Own the Outcome, Deliver Awesome and Embrace Community.

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