Support Consultant

QUALIFICATIONS:
Must have a Bachelor's Degree in any of the following: Business Administration, Office Administration, Management and other relevant courses;
Must have at least 1 year relevant experience;
Must have excellent verbal and written communication skills;
Must have excellent organizational and time-management skills;
Must be proficient in MS Office applications.
RESPONSIBILITIES:
Responding to mails arriving in the support and helpdesk mailbox.
Categorize and seek further information from customer on issue(s).
Create ticket in the helpdesk system.
Provide 1st line support as per support matrix.
Assign to 2nd line support when applicable.
Follow up on all 1st, 2nd and 3rd level ticket internally as well as externally.
Maintain and build the FAQ knowledge base.
Phone watch and call forwarding.
Assist in customer project meetings and provide support.
Create minutes of meetings (MoM) for project meetings.
File and document MoM's in internal tools under customers projects.
Assist in maintaining project plans for each ongoing project.
Create, share and manage Performance Lite installations.
Quality Assurance and check of customer system.
Learn and train on each new version of the products.
Assist on product user experience testing.
Assist on product feature testing.
Document and report test results.
Any other activities as per instructions by line manager.