Product Support Advisor – Aberdeen Office

Based at Mintra Groups’ offices in Aberdeen, the role of Product Support Advisor is a vital element of the core service team.

Core Skills and Experience

As a minimum the post holder must have;

  • Experience in a customer service/support role.
  • Experience using Microsoft Windows products.
  • A thorough understanding and experience of continual improvement processes.
  • Excellent telephone manner and face to face communication skills.

Key Result Areas:

  • To maintain a knowledge base of customer information and adding information to the client self-help facility where applicable.
  • Act as primary contact for all customer support enquiries and escalate enquiries where necessary.
  • To take ownership of user problems and be proactive when dealing with user issues.
  • To log all calls in the service desk system and maintain full documentation.
  • Provide post-sales customer support and advise customers on best practice.

Core Duties include:

  • Provide 1st line customer support to clients in line with agreed operational targets and SLA’s, ensuring that the service provided to customers is of the highest possible standard.
  • Document and escalate 2nd line customer support requests to the 2nd line support team.
  • Provide guidance where necessary to internal employees and existing clients in the use and management of products and services.
  • Contribute to the delivery of an out-of-hours support service ensuring published target response and resolution objectives are met.
  • Ensure internal support processes are followed and kept up-to-date in the QMS system.

For more information or to apply for this job please send a CV and cover letter to HumanResources@mintragroup.com

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