My client is looking for a Product Specialist / Application Support based in Ipswich.

Overall Purpose: To deliver the full range of client software services for products provided by the company and its subsidiary / sister companies, as appropriate. Services include change implementation / management, support, and training.

Key Responsibilities

• To be an active and effective member of the Services Team on all matters of service delivery, ensuring that the company achieves all its objectives and fulfils statutory and contractual obligations in a responsive, customer focused and timely manner.
• To provide software change services to our client base by:
• Performing code fixes, product enhancements and bespoke change implementation as required in accordance with the company’s software development standards
• Following required change management procedures when implementing updates and fixes
• Identifying and documenting requirements for software change activities, liaising with customers where necessary
• Maintaining all relevant documentation, ensuring that changes to software are properly documented.
• To provide consistent support for our client base by:
• Liaising with customers, including answering incoming support calls and e-mails
• Providing resolutions for issues reported by customers
• Maintaining relevant documentation, including logging actions taken in respect of support cases
• Escalating issues to the relevant personnel where required
• To provide training and coaching for customers in the use of our software products and services.
• To undertake client liaison as required, maintaining excellent relationships with customers, ensuring that their requirements and expectations are delivered in line with the contract and values of the business.
• Ensure all policies and procedures are adhered to and ensure all operational activities meet organisational requirements for quality management, health & safety, legal stipulations, environmental policies, etc.

General:

• Attend and contribute to meetings as necessary.
• Liaise with external agencies as necessary (including clients and suppliers).
• Deputise for colleagues as necessary.
• Operate within the Company’s policies, procedures and systems.
• Project a positive image of oneself and the Company to others.
• Ensure effective self-management and organisation in order to meet all reasonable deadlines.
• Uphold the Company’s Equal Opportunities and Health & Safety Policies.
• Ensure and maintain a strong internal and external customer service focus.
• Maintain effective communication with colleagues and the team.
• Actively participate in continued personal training and development activities to meet Company requirements.

Key Skills:

• Object-oriented software development (including software comprehension, testing and debugging)
• Excellent technical communication skills (oral and written)
• Strong investigative and problem solving abilities
• Relationship management and interpersonal skills
• Excellent general IT skills

Key Attributes:

• Professional and positive approach
• Able to multi-task and effectively prioritise a busy workload
• Self starter with strong motivation to succeed
• Strong in building relationships and able to communicate at all levels
• Team player, and able to work on own initiative
• Dynamic and creative
• People and customer-centred

Key Requirements:

• Experience in a software development or support role working with the following technologies:
• Microsoft .NET Framework v2.0 or above – to include ASP.NET and C#
• Microsoft SQL Server 2005 or above
• HTML / CSS / JavaScript
• IIS 6.0 or above
• Sound understanding of Internet technologies, protocols and standards (such as HTTP, SMTP and DNS)
• Excellent technical communication skills (oral and written)

Desirable:

• BSc degree or equivalent qualification in an IT-related subject
• Microsoft Certified Professional or similar qualifications
• Experience of the following technologies:
• ‘Classic’ ASP
• Windows Azure
• Ruby on Rails
• MySQL
• Java
• Subversion / Microsoft TFS source control systems
• Cruise Control continuous integration server

Salary: £30,000 + (client will pay higher salary depending on skills)