The focus of this role will be providing proactive first line technical support for Docman’s Document Management solution and second line support to Docman’s resellers & partner companies. The handling of support incidents via telephone, email and Instant Messaging along with logging issues, managing and prioritising workloads and liaising with second and third line support teams where necessary are key elements of the position. Full product training will be provided.
Duties and Responsibilities:
- Provide first line support to PCTI customer base on PCTI products
- Log, maintain and be responsible for support calls, following company procedures
- Maintain a professional and approachable manner at all times
- Help the service desk achieve all relevant service level agreements
- Display the ability to prioritise your workload
- Closure of support calls, providing clear details on the cause and solution of the issue.
- Correctly escalate support calls to second line, as appropriate.
Key Relationships
- Docman customer base
- Business Administration
- Docman Service Desk Second Line Team
- Third Party I.T teams
If you are interested in this role please email David Cook davidcook@docman.com with a copy of your CV and relevant contact details.