* To work within the Support team to provide turnkey and specialist guidance to clients and colleagues in the resolution of Sage X3 applications
* To provide excellent customer service
* To ensure software knowledge is kept up to date
* To ensure the proper protection of any customer data in accordance with Company protocols
* To keep internal systems properly updated at all times as required by the organisation
* Record all support logs and related actions on the support database in a clear, understandable and accurate manner
* Keep the customer up to date with the progress of log investigation or resolution.
* Liaise with our suppliers where necessary to obtain the required information or assistance to aid the resolution of a log.
* Work in a team environment, sharing knowledge and information wherever appropriate to achieve the most efficient resolution to logs.
* Handle the escalation of logs to the Support Manager or a Director wherever appropriate and according to the escalation procedures laid out.
* On occasion, provide on-site support/consultancy services to client base.