Velociti Solutions

Support Engineer

• Act as the first point of contact for all customer enquiries and issues raised by phone, email and via the Customer Self Service Portal
• Triage and troubleshoot queries and, if required, work with various departments to investigate and resolve issues
• Proactively manage workload and reprioritise tickets and tasks based on new issues logged
• Ensure support tickets are completed within defined customer Service Level Agreements
• Escalate issues that cannot be resolved as required
• Input support ticket details into Velociti's customer support tracking software, Zendesk
• Document troubleshooting and problem-resolution steps and write knowledgebase articles for recurring support requests
• Provide excellent customer service, handling requests and questions with patience and empathy
• Maintain up-to-date working knowledge of Velociti’s products and services and deliver product training sessions to colleagues
• Take a proactive approach to addressing support calls and identifying repeat issues
• Communicate effectively with other departments as required
• Undertake additional duties as reasonably required

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Software Support Analyst