WinDeed Support Consultant at Relx

The WinDeed Support Consultant role is dedicated to supporting the users on our range of software products.  The goal of the WinDeed Support Consultant is to take ownership of our clients’ software problems and resolve them fast and effectively.  The management of all support requests with the goal of ensuring that all issues are resolved with a minimum number of calls requiring handover or escalation thereby ensuring client and management satisfaction

• Dealing directly with clients in a friendly, helpful and efficient manner (telephonically and via email and live chat)
• Owning the problem / request until it is resolved to the client’s satisfaction
• Receiving support calls and emails as well as live chat 
• Assisting customers remotely using Team Viewer where necessary
• Support calls are taken promptly and efficiently
• Confirming prioritisation of all requests / support calls
• Diagnosing problem / request
• Tickets are recorded accurately, comprehensively and timeously (meeting all QA and performance standards)
• Ensure accurate troubleshooting procedures are captured in the notes of the ticket 
• Escalating support calls by defined criteria or situation
• Maintenance of all tickets and support call records (all task and ticket record requirements are met before being "completed")
• Follow-up to client and client feedback on a daily basis even if the ticket is escalated
• Handover to branches where issues requires on site assistance. 
• Keeping up to date with and being familiar with all products supported by the CSC including changes (updates), before it is rolled out to clients.
• Completion and submission of daily and / or periodic client and management reports
• Report weekly on the two oldest tickets on each of our offerings
• Liaise with relevant departments in order to assist and or resolve customer queries timeously
• All aspects of registration for new Lexis WinDeed and WinCredit Registrations.
• All administration of Lexis WinDeed accounts
• Ensure effective communication with clients, colleagues, and management