Support specialist

• Resolving all client, customer and courier queries and requests via web-chat, email,
phone and Slack.
• Assisting client requests by monitoring their problems and issues in real-time.
• Responding to on-boarding courier questions by providing them with the correct
procedures during the application.
• Monitoring live operations and making impromptu changes to ensure both client and
company needs were met.
• Reviewing sensitive client and courier documentation.
• Participating in the training of new CS agents and monitoring their actions in order to
achieve the technical standards and quality required.
• Managing the close of shift daily as the only active team member after 12am.

• Monitoring and responding to emails, answering calls and liaising competently with
clients.
• Preliminary drafting of correspondence on the company’s behalf.
• Delegating work within the team.
• Diary management.
• Planning and organising meetings and organising complex travel.
• Taking action points and writing minutes.
• Planning and organising events.
• Conducting research, preparing presentations and managing and reviewing filing and
office systems.
• Managing ad-hoc projects.

• Reviewing and maintaining customer accounts by recording and updating account
information.
• Resolving product or service problems by clarifying the customer's complaint and
determining the cause of the problem. Selecting and explaining the best solution and
following up to ensure resolution.
• Maintaining financial accounts by processing customer adjustments.
• Recommending potential products or services to management by collating customer
information and analysing customer needs.
• Preparing product or service reports by collecting and analysing customer information.

• Troubleshooting escalated server, software and hardware issues.
• Recommending and implementing system hardware/software upgrades or repairs.
• Determining solutions to recurring problems and to automate recurring tasks.
• Analysing and understanding business requirements to ensure optimal server
architecture and infrastructure are put in place.
• Monitoring server environment for proactive assessment of performance and
identifying potential resource bottlenecks.
• Performing capacity planning, performance optimisation and preventative maintenance
duties such as backup/recovery, turning and storage defragmenting.
• Providing training and support to users as appropriate.
• Establishing and maintaining contact with vendors for maintenance and service.
• Participating in the creation and maintenance of system administration, best practices,
technical standards, policies and documentation.

• Handles all hands-on request and break/fix level 2 and level 3 support activities such as
backup support, disaster recovery, monitoring and security for database hosting on SQL
Server 2000 & SQL Server 2005.
• Ensuring any potential problems such as performance degradation, reliability and
security issues are addressed pro-actively.
• Resolve all problems that related to SQL Server within targets as specified in Service
Level Agreement (SLA) and minimize response time in reacting to problems and queries.
• Familiar with ITIL processes and tools (such as Service Centre) in order to manage
problems,changes, assets (servers,instances,databases) and service interruptions
(backup failures).
• Monitoring issue/resolving resolution where necessary and ensure appropriate
escalation actions are taken, using the necessary tools such as SQL Profiler, Performance
Monitor,etc.