Job Role: Technical Consultant

October 2019

Working on our support desk, you will be responsible for taking and logging calls via phone and email. We resolve problems and assist with queries from all levels of users – from new users to administrators. Full training in the Support role and the BC product will be provided. This role is office-based, in our Reading office.


About GroupBC

GroupBC offers a highly configurable Common Data Environment and document and workflow management tool, along with associated modules. It is used by many well-known companies, mainly in the AECO (architects, engineers, constructors and operators), Retail and Utility sectors. In addition, a number of our clients use custom applications, developed by us, to enhance our core products and these applications are also supported by the support desk. 


Key Tasks and Responsibilities 

  • Provide friendly and efficient support – including providing advice - to clients and colleagues
  • Log all incoming support requests and decide how to manage them
  • Take responsibility for the resolution of problems, even if you cannot resolve the problem without assistance.
  • Obtain a precise description of the problem and the circumstances under which it occurs
  • From the details you obtained, reproduce the problem
  • Find previous occurrences of this problem or identify it as new – to be passed to Development
  • Based on an in-depth understanding of the BC product, be able to solve many support requests directly
  • Analyse and investigate complex issues either until they are resolved or require to be escalated
  • Maintain accurate records of all calls, emails and discussions
  • Update the priority and status of logged support calls when required
  • Consult with colleagues, if necessary, to obtain an appropriate resolution to calls
  • Raise tickets for the development team to resolve
  • Devise a workaround until a permanent solution is found
  • Liaise with the client, informing them of progress and/ or requesting further information as necessary
  • Feed back suggestions for enhancement to the product raised directly by clients or from your own observations
     
Personal Qualities 
  • Friendly and helpful
  • Excellent communication skills, both written and verbal, are essential
  • Conscientious, reliable and a good team worker
  • Logical and good at problem-solving – ability to investigate problems
  • Well-organised and thorough

Skills 
  • Ability to explain complex concepts clearly and succinctly
  • Able to prioritise and manage several tasks at once
  • Can work well independently and as part of a team

Experience
  • Good knowledge of Microsoft Office products, particularly Microsoft Outlook is expected
  • General PC troubleshooting skills, e.g. browser settings, installing applications etc. would be very useful
  • At least 1 year’s experience of working in an office environment would be highly beneficial
  • Experience of a range of software applications would be advantageous
  • Some programming experience would be very useful
  • A good degree in a science or computing-based subject would be preferable as it would demonstrate the logical thinking and problem-solving skills which we need.
  • Experience of a help-desk environment is not required

For more information or to apply please send your CV and a covering letter to jobs@groupbc.com