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

This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives.

1. Reporting directly to a team leader.
2. Written and verbal reporting on progress of all support and development activities against objectives set by managers.
3. Written and verbal communication with customers on support and development activities
4. Assist in the software development and research projects
5. Representation of the company externally where required (including travelling within the UK)
6. Maintaining progress on activities within Aurora’s CRM systems
7. Providing ad hoc telephone and e-mail support for customer enquiries

Essential Criteria

The employee will have:
• A thorough familiarity with programming in C# and 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)
• A desire to provide excellent standards of support to customers
• Ability to report against support and development activities
• Ability to manage their time effectively
• A desire to learn about Aurora’s systems and services
• 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.

The employee will be:
• 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
• 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.