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| POSITION DESCRIPTION | AIIA SURVEY OF SALARIES AND REMUNERATION PACKAGING AUGUST 2010 |
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Associate Technical Analyst - Specialised Support |
| Position Code: | 4410 | | Career Level: | 2 |
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Responsible for
Providing specialised support (typically from a remote Technical Support Centre) and/or remote configuration and/or integration capabilities to existing clients in order to resolve technical faults, enable remote upgrades and maintain customer satisfaction. |
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Reports To
Technical Support Centre Manager, Technical Support Centre Team Leader. |
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Supervises
No supervisory responsibilities. |
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Main Activities
Providing specialised technical support from a remote location either by telephone or email.
Continually learning, developing and maintaining knowledge and skill in supported products and in those products associated with supported products, as required.
Collecting, analysing and verifying information to configure and/or integrate a new hardware node and/or software upgrade in an existing network in accordance with the customer requirements, working with the Project Manager, testing teams and on site resources.
Negotiating timeframes for solution implementation with clients and updating clients on progress during problem resolution.
Identifying more complex technical issues for escalation to more senior Technical Support Centre staff and effectively using the pre-established escalation process.
Escalating process or project improvements to relevant parties within the organisation in order to enhance the current use of products or reduce incoming call volume.
Logging and accessing technical solutions within a database and thoroughly documenting the status of all client liaisons and communications.
Attending relevant product and skill courses.
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Key Skills
Growing knowledge of the organisation's products.
Strong customer service orientation.
Excellent communication skills.
Problem analysis and problem solving skills.
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Internal Contacts
Customer Support, Sales & Marketing Staff, Systems & Software Development Staff, Contracts and IT staff. |
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External Contacts
Customers. |
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Typical Experience
At least 1 - 2 years of Technical Support experience, coupled with relevant tertiary qualifications. |
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Other Comments
This role may occasionally visit client sites, typically with more senior Technical Analysts, in order to perform specialised Technical Support activities. Employees in this role would typically either be the first point of contact for clients within the Technical Support Centre or have clients/calls escalated to them by the Senior Operational Analyst - Basic Support. |
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