TECHNICAL SUPPORT ENGINEER - DEVELOPER - BUSINESS OBJECTS

Objective

To provide a high quality support by over telephone and email to internal and external customers using Crystal Reports throughout Europe, Middle East and Africa. To Resolve technical issues and follow up as required.

Key Accountabilities

- To be a specialist within the Technical Support Department for Crystal Reports.
- To use problem solving skills and knowledge of the Crystal Reports product and it’s supported environments whilst working with customers (internal and external) to resolve issues in a quality and timely fashion.
- Assume responsibility for escalated issues.
- Identify areas of opportunity for additional training requirements and consultancy.
- Compile technical bulletins on known issues for distribution to internal staff and customers.
- Work closely with the relevant R&D offices to identify potential problems in the software and identify possible improvements in future releases.
- Design and implement initiatives to improve the quality of support provided to customers (internal and external).

Person Specification
- Qualified to degree level in an IT related subject
- Customer focused
- Enthusiastic, outgoing
- Proactive, with the ability to work on own initiative
- Willingness to learn
- Excellent written and verbal communications.

Experience & Skills required
- Experience in a technical support environment, preferably in second line support.
- Strong technical support and troubleshooting skills.
- Experience in Visual Basic and/or Visual Studio .NET
- Knowledge in Java and/or JavaScript
- Fluency in French as well as English

Experience & Skills desired
- Knowledge in web development tools such as HTML and ASP
- Good written and spoken skills in a third European language