Responsibilities

• 2nd Level Support to the Customer Support Team.
• Recording all resolution information in the Support Desk logging system and ensuring that the all relevant parties understand the resolution.
• Creating technical knowledge base documents identifying common problems and escalating proposed solutions to management.
• Contributing in resolving issues within the agreed Service Level Agreements.
• Participation in the Patch/Release process for the application as required.
• Recommending to management improvements to process and technical environment resulting in closer adherence to SLAs and improved ability of support teams to deal with issues without escalation.
• Additional out of hours support on a weekly shift basis as required.
• Excellent troubleshooting and problem solving skills.
• Liaising with clients 3rd party vendors, partners or 3rd party software vendors associated with the application.
• Working closely day to day with all levels of the Support team, Technical Services, Development and Release Management.
• Experience of working with configuration management systems.
• Good understanding of CRM systems.
• Engaging and driving quality and SLA compliance within the support teams.
• Adherence to Company/team best practice in change, incident & release management.

Requirements and the individual

• Experience of Support in a Java environment using SQL, HTML, XML, XSL, Linux and Web services.
• Experience of SQL preferably on a MySQL platform.
• Experience of SCORM/AICC Standards is preferred.
• Our services need to be available all the time so the role holder must be concious of customer expectations and the need to respond promptly to service affecting incidents.
• The role may require client/3rd party facing meetings from time to time to assist technical fault analysis.
• Excellent written and verbal communication skills are required, with business, Technical IT management, affiliates and vendor.
• Able to prioritise and manage efficiently multiple incident tickets or project work both individually and in a team.
• Accurately logging incident analysis and resolution in a timely and coherent manner.

Additional Information

We are a company with clear goals and vision. We achieve growth through innovative solutions, service quality and outstanding employees. From your first day you will be welcomed and supported by the Lumesse team. In addition, we offer an attractive, performance-led remuneration package that comprises both fixed and variable elements.  We can offer you great development opportunities as our business expands, both within the region and internationally.  While life at Lumesse is busy, we recognize the importance of work/life balance and believe we offer a friendly, open and supportive working environment.