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Key Tasks

To work within the Support team to provide turnkey and specialist guidance to clients and colleagues in the resolution of Sage X3 applications
To provide excellent customer service
To ensure software knowledge is kept up to date
To ensure the proper protection of any customer data in accordance with Company protocols
To keep internal systems properly updated at all times as required by the organisation
Record all support logs and related actions on the support database in a clear, understandable and accurate manner
Keep the customer up to date with the progress of log investigation or resolution.
Liaise with our suppliers where necessary to obtain the required information or assistance to aid the resolution of a log.
Work in a team environment, sharing knowledge and information wherever appropriate to achieve the most efficient resolution to logs.
Handle the escalation of logs to the Support Manager or a Director wherever appropriate and according to the escalation procedures laid out.
On occasion, provide on-site support/consultancy services to client base