Purpose of Job / Company Values

* Working within a team, the role of the employee is to provide an excellent level of support to Aurora’s customers to ensure that the software and services that they are provided by Aurora are maintained in good working order and to high standards. To achieve this the employee will be required to undertake a wide range of support, development and maintenance activities under the management of a team leader.
* These activities can include telephone support, decoding of software bugs and errors, investigation of issues, development and documentation of Aurora’s systems and resolution of queries through to conclusion about Aurora’s software and services on behalf of customers.
* In addition, the employee will be required to provide regular communication (written and verbal) to customers and managers on outstanding support and development activities, and for undertaking production support for customers as required (including billing and management report production).

Key Responsibilities / Accountabilities

* Written and verbal reporting on progress of all support and development activities against objectives set by managers.
* Written and verbal communication with customers on support and development activities.
* Assist in the software development and research projects.
* Representation of the company externally where required (including travelling within the UK).
* Maintaining progress on activities within Aurora’s systems.
* Providing ad hoc telephone and e-mail support for customer enquiries.

Essential Criteria

* A thorough familiarity with programming in C# and Delphi and also be familiar with SQL Server databases and the .NET framework.
* Ability to effectively communicate both internally and externally to a high standard (verbal and written).
* Ability to report against support and development activities.
* Ability to manage their time effectively.
* Ability to recognise when to ask for support and assistance to ensure excellent standards of customer service and minimise wasted or unnecessary effort.
* A broad skill set in the MS Office Product set.

Desirable Criteria

* A desire to provide excellent standards of support to customers.
* A desire to learn about Aurora’s systems and services.
* Confident and assertive and able to work in a team environment.
* Confident but sensitive to customer needs in all forms of communication and meetings with customers.
* Able to work under time constraints and to changing priorities.
* Living within easy commuting distance.
* Required to work from Aurora’s offices and be prepared to work additional hours if required to deliver excellent customer service.
* Able to multi-task and capable of switching confidently from one task to another as priorities change and yet meet the deadlines for both.
* Self-motivated, organised and methodical with attention to detail.

Key Technologies

* C#, Delphi, .NET, SQL.