Job Description
Job Title: Technical Support Consultant
Department: Client Services
GENERAL DESCRIPTION OF DUTIES AND QUALIFICATIONS (not inclusive):
The role is to provide technical help and support to customers for Jane’s electronic products, contributing to the ongoing improvement of customer satisfaction, managing both the call centre and also technical support mailbox. The role includes client interaction to understand the problem then working through the process of problem management through to resolution or escalation – liaising closely with other departments as well as interacting with other team members on problem resolution/management and ensuring clients expectations are managed.
Responsibilities:
Management of IP Authentication, Referring URLs and Account structures (concurrency sharing, IP sharing, Parent and child accounts) and creation of embedded logins.
Client Account troubleshooting such as – problems with cookies, denial pages, anything that prevents the client using Janes at its optimum.
Technical Support for our ‘offline’ product suite: CD-ROM troubleshooting; Installation of offline software applications; Resolving offline install issues.
Coordinating between sales and other departments to ensure resolution issues including non-delivery, invalid files, corrupted files and missing TOCs.
Creating templates for reports; Monitoring the saved alerts; Creating reports for editorial, advertising and marketing; Training sales on how to use the tool; Statistical analysis for clients, what their stats mean and how to analyze them; To help with installation of our data and the fulfilment of the delivery process.
Pre/Post sales advice on site on best solution for them.
Degree in IT or similar discipline, previous experience will be recognized.
Good knowledge of windows and web based applications, understanding of networks and search engines would be beneficial. Good administrative skills and excellent communication skills.
IF INTERESTED IN APPLYING, PLEASE SEE: hr-us@janes.com
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