Helpdesk Support Analyst - repost 2

This role is required to work part-time during Monday - Friday to enable the Helpdesk to cover the normal business hours. Actual hours are flexible to suit individual requirements. Requires Individual to be based in North America, Mexico,South America to support customers in those time zones Key Responsibilities: - To provide helpdesk support to all external, international customers located in a variety of time-zones. - Direct customer communication with PhD level scientists, engineers - 3D interactive graphics technology support - Primarily privide support by email, skype. - Infrequent phone and shared screen support. - To work with the sales team to respond timely to customer enquiries - To work with the technical development programming team to resolve open issues, with status liason to customers - To manage information, issues, support status using bug-tracking portal - To assist in testing new software releases - To develop customer training, FAQ, knowledge-base materials Key Skills Required: - Very Confident telephone and email manner - Friendly, outgoing personality, to engage and reassure customers - Excellent attention to detail is important, recording and tracking issues - Excellent written and verbal communication skills, - Professional level English grammar, spelling, structure - A high level of IT literacy, specifically Windows and/or Linux applications - Moderate level of software programming skills in one or more of C, C++, Python, Flash, CMake, XML, OpenGL, DirectX, Adobe Acrobat, sufficient to understand and discuss programming bugs. - Fluency in a second language would be an advantage Experience Required: - Previous customer service experience would be an advantage - Working in a global business would be an advantage Support Hours, Package: - Subcontracted Associate, not employee. - No Tax, PAYE is covered by company - Analyst is responsible for own office, PC, internet and phone systems. - 16 hours per week, can be flexible around child-care, etc. - Initial period of contract: 3 months, longer subject to performance review - Rate of ??? per hour, subject to experience.