This Level 2 support position is responsible for resolving clients’ application support cases for the QFM product suite in accordance with SWG support procedures. The role requires working collaboratively within a small support team and coordinating with technical specialists, the development team, and clients. Strong communication with account management and professional services teams are also essential.
Customer satisfaction is a key priority. The role focuses not only on resolving technical issues but also on ensuring clients gain maximum value from the QFM product range.
Primary responsibilities include:
- Gain detailed understanding of each case using a range of techniques: Precise discussions with the client, request and review screenshots and error messages, screen share with clients to fully understand their issues, replicate user issues on in-house systems, and if necessary, with a copy the client data.
- Resolve client support cases in line with SWG procedures offering assistance and workarounds
- Maintain full details of clients on the SWG support system (Microsoft CRM)
- Work closely with your colleagues in the Support Team to ensure timely case resolution and maintain strong customer satisfaction.
- Ensure adherence to agreed systems, processes, and methodologies, keeping CRM and licence information accurate and up to date.
- Provide first and second-line application support to clients and, where needed, internal teams.
- Manage support issues efficiently following established escalation procedures.
- Understand client systems and requirements to ensure they achieve the intended benefits from using QFM, focusing on business outcomes rather than solely technical problem resolution.
- Maintain accurate and relevant information within internal SWG systems.
- Identify potential client needs that may represent sales opportunities.
- Monitor customer satisfaction feedback and escalate concerns promptly.
- Continuously look for ways to improve helpdesk efficiency and performance.
Interested? Read the full job description here.