Our client has grown dramatically over the last three decades to become the leading provider of high-performance software solutions for the real estate industry.

JOB DESCRIPTION

Overall

Responsibility: To provide 2nd line support for users of the software and manage the accounts assigned to you.

Main Duties:

• Being first contact for your clients who are LIVE with the products
• Prioritization of queries received from your clients
• Identification of the cause of queries received
• Identification and subsequent management of a resolution plan for queries received
• Resolve issues by yourself or in collaboration with colleagues around the world
• Discussing custom solution requests with the client and programmers and owning these solutions from specification to sign off.
• Owning or being involved in client trainings and implementation activities (remotely or on site)
• Identification of non-support queries and subsequent escalation of these queries to the appropriate area (e.g. to Sales or to the Consulting Team)
• Escalating any issues identified during day-to-day activities to Management
• Staying the ‘linking pin’ between the client and all the colleagues working on outstanding issues and managing the workload to make sure there is enough progress on all issues
• Advising clients of the status of their queries ad hoc, periodic calls or periodic on site meetings
• Updating clients on the news, new products etc
• Maintaining an ‘Account Management Plan’ for each of your clients which describes future projects and/or opportunities
• Pro-actively build a long term relationship with your clients

PERSON SPECIFICATION

Experience/Education

• Bachelor / Master level of professional and intellectual ability
• Financial accounts and real estate knowledge (desirable)
• Ability to work in a pressurized and stressful environment
• Persuasive and able to deal with difficult and demanding clients
• Customer focused with excellent communication skills
• Excellent problem solving and analytical skills
• Being able to communicate with clients and colleagues in German and English (verbal as well as in writing)

For further details please contact Dilan - 

Dilan.Omari-Clark@lmre.co.uk