1st line Application Support Engineer Kabira Technologies

Nimbus Partners is a provider of business process discovery and analysis applications that help companies drive adoption of business process initiatives. Nimbus allows business users to collaboratively describe and document all aspects of a business â€" from operational best practices to organizational and system models. These are combined with robust governance capabilities that can deliver a process-focused "Intelligent Operations Manual" across the enterprise, linked to supporting data and systems. Nimbus extends TIBCO's range of business process improvement and social collaboration solutions.

The Nimbus Busines Unit has an opening for a 1^st Line Technical Support role where you would be responsible for providing timely and professional support to Nimbus Control customers globally over the telephone and/or online. They will provide support to Nimbus internal Clients, such as Consultants and the Sales Team. In addition, the role provides customer/product feedback via the 1^st Line Support Lead to the Customer Experience Manager and R&D team or relevant Account Managers.

• Demonstrated post graduate relevant experience in a software technical position
• Strong troubleshooting and analytical skills
• Knowledge and experience of Windows based Operating systems, including Windows 2003 or Windows 2008
• Providing telephone and online support to Nimbus Global customer network within the scope of the Nimbus Control product, on a shift rota basis.
• Effective use of salesforce.com to manage support cases.
• Escalating cases that require greater analysis.
• Issuing licence codes to new and existing customers.
• Providing a professional first contact telephone service to general incoming calls across the business.
• Providing a base level IT support to non technical personnel within the business.
• Working with the Quality and Compliance Manager to ensure the activities of your role are executed and conform to the defined processes in Nimbus360 and Business Excellence, so that they meet the internal and appropriate external audit environment in place at the time including ISO9001 and ISO27001.

The individual would require the following skills and experience to execute the role :

• Strong knowledge of the Nimbus Control product â€" training provided.
• Working knowledge of salesforce.com (or any other equivalent CRM system).
• A strong background in general IT (degree level or equivalent).
• An understanding of the code issuing procedure.
• Excellent verbal and written communication skills in order to communicate effectively with customers by email and telephone.
• Ability to prioritise work load and work in a time pressured environment.
• Strong customer service skills.
• Be a team player (as a team effort will often benefit the customer).
• Strong analytical skills and a problem solving mentality.

• Apply for this job online
• Refer a friend to this job