Ticketing Customer Support

Job Locations IN-KA-Bangalore
Job ID
2018-6162
Category
Engineering

Overview

Rambus Ecebs are a specialist smartcard software company based in East Kilbride, Scotland.  Founded in 2000, Rambus Ecebs provide smartcard based technology into a wide variety of applications including the software that operates the smartcard chip as well as the software on terminals and the interfaces to other computer systems.

Purpose of the Role:

Respond to customer service requests within the contracted Service Level Agreements.  Identify and resolve issues with applications, following agreed procedures.  Use application management software and tools to collect agreed performance statistics. Carry out agreed applications maintenance tasks.

Responsibilities

 

  • Receives and logs requests for support from help desk, other service delivery staff and/or users. Prioritises requests in accordance with agreed criteria.
  • Following agreed procedures, investigates issues and other requests for support and determines appropriate actions to take.
  • Uses application management software and tools to collect agreed performance statistics.
  • Provides correct responses to requests for support by means of, for example:
    • making modifications to system parameters
    • developing workarounds or site-specific enhancements
    • reconfiguring systems
    • producing additional documentation
    • escalate requests to level 2 support staff.
    • updating existing systems with new versions of application software
  • Ensures all work is carried out and documented in accordance with required standards, methods and procedures.
  • In accordance with agreed procedures, monitors application systems for which Ecebs is responsible by regular scrutiny of information from the applications software, systems software or service delivery staff.
  • Notes problems and identifies performance trends. Referring to more senior colleagues where necessary, takes corrective action to improve performance and to avoid problems arising.
  • Monitors progress of Service Requests for support to ensure users and other interested parties are kept informed in accordance with Service Level Agreements.
  • Liaises with systems development staff or software suppliers on the development of system enhancements to overcome known problems or further fulfil user requirements.

·        We employ team players – people who integrate easily, communicate with professional courtesy, energy and enthusiasm – inside and outside the business at all levels

·        We are team players who share information, build rapport, offer support and generally seek to build trust and loyalty – company wide

·        We are committed to providing outstanding customer service (internally and externally) – we believe we are all each others customers

·        We are energetic and self-motivated – seeking people who are hands on and require minimum management supervision

·        In a fast moving/developing environment we require people who are flexible and adaptable – excited by new ideas and/or technology and willing to pick up and work with new initiatives no matter how unfamiliar

·        We seek people who are ambitious, seek to improve their performance and through achieving success in personal development  achieve success

·        No ego! We will succeed or fail as a team – so constructive criticism should be embraced to enable development

·        Brilliantly planned and organised – managing workload, avoiding conflicting priorities in pressurised environment

·        We like problem solvers who have and use initiative

Qualifications

Knowledge & Experience

 

  • Analytical thinking to acquire a proper understanding of a support issue by breaking it down systematically into its component parts and identify the relationships between these parts, selecting the appropriate method/tool to resolve the problem and reflecting on the result, such that learning is identified and absorbed.
  • Application of quality standards to all tasks undertaken and ensuring that nothing is overlooked.
  • Effective written communication.
  • Strong appreciation of application systems and their role in a business operation.
  • Business Analysis Techniques to help in modelling and understanding a business and its operation.
  • Knowledge of the IT infrastructure and the IT applications and service processes used within own and customer organisations.
  • Customer Service Techniques for ensuring that full account is taken of customers’ real and stated needs in the delivery of IT services.
  • Information Capture Techniques applying information gathering methods, tools and techniques which are appropriate to the information required and the sources available.
  • Report Writing Techniques for producing effective documentation and service reports.

 

Professional Skills:

  • Working knowledge of Oracle or MySQL.
  • To create, populate, query and manipulate databases,
  • Strong analytical and problem solving skills with high attention to detail
  • Good team working, works co-operatively with others to achieve a common goal.
  • Able to work well on pressure to tight deadlines.
  • Good communication skills in writing (including email) and orally.
  • Good vocational qualification in an appropriate IT subject (e.g HND
  • or Degree) or equivalent
  • GCE A level, SQA Highers or equivalent standard, together with relevant experience.

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