Act as first-line support to clients responding to e-mail and telephone requests and record all issues or queries via our CRM System

* Ensure that our CRM system is updated with all client contacts and records are accurately maintained

* Liaise with clients to recreate issue, solve issue if possible or provide concise details to the development team for further analysis and resolution

* Use deductive problem solving skills to investigate and solve a broad range of support questions

* Ensure that we adhere to SLA’s on responses to clients on issues or queries raised

* Highlight any urgent or critical issues / queries to the Operation’s Director for swift follow up and resolution

* Liaise with the development team to communicate bug fixes and feature requests via ‘Jira’ ensuring that issues are given the appropriate priority level in line with SLA’s

* Set up new accounts on the IQ:timecard/Careplanner dashboard system ensuring accuracy of data

* Actively participate in group discussions around product development/feature sets

* Update and create online knowledge base articles to reduce support request and ensure these are kept updated as new features are added to the system

* Help test fixes provided by development and incorporate them into future releases

* Work closely with development to ensure that the software is more intuitive, easier to deploy and easier to support

* Stay current with system information, changes and updates