Job Title
Support Consultant Associate

The Company

The future is very exciting. Over the past two years Misys has delivered 51 product releases, launched five new products, won over 40 awards, acquired IND to tap into digital channels, closed over 1,000 deals and gained over 60 new customers.

The Responsibilities

Support Customer GTB Customers and the Customer Support Team Lead with the following:
• Analysis of functional and technical cases and provide a resolution in accordance with agreed customer metrics to ensure customer satisfaction (i.e. SLA)
• Work as part of a team to resolve client issues that affect multiple clients. 
• Document known issues and solutions and ensures adequate internal communication of problem resolutions. Conveys customer feedback to management.
• Maintain status of problem resolution and updates customer and team lead on resolution status. 
• Regular up-to-date accurate information is recorded in the call logging system (e.g. SFDC, SupportForce.Com) so that customers can see progress on the support cases
• Provide accurate information to the Development team, as needed, in order to allow them to correct the software without having to refer back to the originating customer.
• Create new solutions to enhance the Customer Searchable database ensuring a faster service to the customers in the future
• Share knowledge and practical experience through Misys Customer Services teams on product/technical skills to continually improve the capability and effectiveness of the Services/Support teams
• Adhere to existing policies and procedures.
• Look to assist in identifying Professional Services or Product Sales opportunities arising from customer calls. 
• Ensure that these are passed on to the appropriate groups for action in order to drive increased revenue.
• Participates on teams and special projects to improve product and service quality and client satisfaction.
• Analyze customers' needs and recommend solution that best meets the customers' requirements.
• Other duties may be assigned to support the organization and its goals.

 

The Required Skills, Knowledge & Experience
• Degree level education in numerical, technical or Business subjects & equivalent work experience (1 + years of demonstrable experience within a development or support environment).
• Proficient in English.
• Outstanding analytical / problem solving skills.
• Experience of accessing relational databases via sql.
• Innovative thought processes / approach to work.
• Strong customer focus / desire to provide a world class customer support experience. 
• Strong inter-personnel / communication skills both written and verbal.
• Strong negotiation and collaboration skills.
• Pro-active self starter / ooutstanding organizational and relationship building skills.
• Ability to prioritize tasks efficiently with high level attention to detail and follow through.
• Desire for challenge in an environment that fosters job growth potential.
• Ability to work well in a cross-functional, global, multi time zone environment.
• Able and willing to be part of the ‘out of hours support roster’.
• Previous experience of the Trade application or similar application an advantage

For technical position, previous exposure  / demonstrable  understanding  of the following:
• Databases (at least one of Oracle, MS Sql Server, DB2).
• Interpretation of Java code.
• Understanding of programming best practices.  
• Client / server / n-tier architecture.
• Web enabled applications.

Working arrangements:  Able and willing to work on ‘rotational shifts’