Software Upgrade Specialist, SQL, Citrix £40,000 French or German Speaking

General

• Following quality and regulatory and safety policies at all times
• Behaving in a professional manner at all times
• Reviews documentation for technical content/ correctness
• Out of hours/bank holiday support pool
• This role will initially be Monday to Friday during the training period and then potentially transitioning to Thursday to Monday to accommodate post upgrade and support activities.

Call Handling

• Being available as required to take calls from customers, engineers and Distributors pertaining an Upgrade.
• Prioritizing and managing calls in an efficient and professional manner
• Escalating and seeking advice and assistance as required in order to ensure all issues are managed to a satisfactory resolution in the fastest possible time.
• Ensuring that all interested parties are aware of ongoing or escalating issues, progress being made and any plans that have been put in place.

Installations and Upgrades

• Performing regular installation work, upgrades and training activities at customers sites and remotely as required.
• Ensuring that the customer is fully aware of the implications of any upgrade work being undertaken before that work commences
• Documenting and having work accepted by the customer before leaving site or closing the call.

Reporting and escalation

• Record all upgrade activities in appropriate call logging system
• Escalate to management any technical issues that are likely to become significant, including potential issues preventing new software rollouts
• Escalate issues and concerns over the technical competence and distributor engineers that may have come to light through site visits or support calls
• Ensure that at all times, Business units and distributors are kept informed of progress of any issues being dealt with.

Technical competence

• Actively seeking and maintaining the necessary technical competence to be able to effectively diagnose and resolve problems on all of the software product range.
• Identifying any necessary training requirements and escalating these to management as needed.

Please send CV for immediate consideration