• Logging owning proprietary software support issues and incidents until resolution and acting as primary support liaison between the company and its customers • Conducting regular follow ups with customers with recommendations, updates and action plans associated with tickets/issues • Documenting relevant support ticket/issue information and ensuring that customer communication is handled in a timely manner and in compliance with Service Level Agreements throughout the lifecycle of the issue, until it is completely resolved • Analysis of software issues reported, identification of known issues where applicable and reporting of known solutions or workarounds to customer within timeframe set out by Service Level Agreements • Ability to diagnose address application issues • Exceptional ability to provide front-end support to internal departments and web-based clients • The ability to analyse log files and find problems based on exceptions recorded in application log files • The ability to identify steps to reproduce software issues that have been reported by our customers • Development of workarounds for software issues reported where workarounds do not already exist • Creation and maintenance of knowledge base content for peers and customer use and reference, ensuring that known issues and workarounds are clearly documented in the knowledge base • Identification of training needs for customers, and development of operation documents to address these issues • Collaboration with the Development, QC and QA teams on issue resolution; providing feedback to Development and QC to help improve the product quality and reliability • Setup of test environments as necessary for replication of customer reported issues and provision of documentation on these setups • Communicating application problems and issues to key stakeholders, including Management, Engineering, Professional Services and Sales teams • Contribute to the development and implementation of a best-in-class, multi-level customer support model, in consultation with other functions and stakeholders, that first and foremost seeks to empower and enable customers to resolve their own queries immediately by leveraging content and technology • Contributing to the continuous improvement of Kneat’s Customer Support processes and procedures • Becoming an application expert and training resource for the Customer Support team • Preparing end user and technical user documentation • Supporting Operations and Sales teams in the field for all project requirements, including specification development to customer requirements, installs, upgrades configuration • Attending customer meetings/sites, when required, to support issues, installations, training, go lives review meetings, always providing a high level of customer service • Ensuring that customers are treated with the highest degree of respect and drive operational excellence through quality closures and proper escalation of issues • Reporting non-conformances and managing the lifecycle of non-conformances in Kneat’s tracking system, ensuring traceability between Zendesk and Azure DevOps • Contributing to the continuous improvement of tech support strategies and productivity