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Customer Support Analyst - Derby

We move quickly, with the purposeful intention of solving a problem, accomplishing a goal, and ultimately making a difference for our customers, partners, colleagues and shareholders. EFI people are self starters they take action and adapt to changes in order to transform our customers businesses to be more productive and profitable through innovation in digital printing.


The Customer Support Team are the face of EFI; responsible for first line application support for our valued customers across EMEA. As a Customer Support Analyst your key responsibility is delivering an exceptional service experience and providing a right first time resolution. Ensuring best in class service using EFI support methodology to resolve customer issues on a timely basis working to agreed SLA's.

Main Responsibilities:

• Provide application support on the Radius Print MIS software to customers.
• Work on issues reported through the customer help desk system to resolution
• Provide advice on use and where appropriate configuration of application
• Work with the Engineering Team to help diagnose and resolve software issues
• Test solution to ensure that it provides resolution to the issue reported
• Provide timely and accurate communication of status, questions and resolution of issues to customers
• Participate in activities of the support team
• Contribute to solutions communicated through knowledge base and FAQs
• Development of appropriate solutions to facilitate effective resolution of support issues
• Achievement support department KPIs
• Successful identification and communication of issue resolution
• Minimise and reduce software issues through identification of improvement opportunities

Leadership & Working with others:
• Customers
• Support Manager
• Support Team
• Departmental Managers
• Engineering Team
• Professional Services Team
• External Providers
• Able to manage virtual relationships across the globe

Skills & Knowledge:

• Good knowledge of Print MIS / ERP software
• Desirable to have a knowledge of Printing and Packaging industry and processes
• Strong problem solving skills
• English spoken - verbal and written
• Additional Language skills in French, Dutch, German or Spanish would be an advantage but not essential.
• Communicate ideas and thoughts effectively to distributed cross-functional teams
• Programming experience is an advantage but not essential
• Effective issue tracking and administration to resolution
• Ability to translate reported issues into practical software tests and scenarios
• Experience working in a customer facing first line support environment
• A track record of successful Software support
• Great organizational and interpersonal skills
• Willingness to learn
• A self starter - ability to work with minimal guidance in a fast paced environment

Why Work for EFI?

EFI understands that employees drive the success of a company. EFI strives to provide a work environment that offers challenging and rewarding opportunities, while encouraging open communication, teamwork, and diversity. Be an Ambassador for EFI.

We offer:
• Unlimited Opportunity - EFI offers challenging assignments in all professional areas. EFI is the place where YOU make a difference.
• Our People - EFI employees are smart and incredibly diverse. EFI employees are innovative, friendly, passionate and fun.
• Open Communication - We encourage employees to share ideas with each other. The executive team holds quarterly meetings to give business updates and answer employee questions.
• Teamwork - Collaboration and cooperation remain essential to EFI's success.
• Our technology is fun and creative
• Flexible work arrangements (where applicable)

For more information you can call Saskia van Rongen, Talent Acquisition Manager EMEA & APAC ( ) or click Apply Now below to send your CV.Link megjelenítése" width="0" height="0" />
Munkavégzés helye Derby
Kategória Külföldi munka
Régió Külföld
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