• Investigate and resolve reported issues from FoodChain ID Customers • Log, prioritise and keep issues up to date on the issues tracking system (FreshService) • Work with customers in reproducing issues in order to find resolution as thoroughly and quickly as possible • Research issues and interrogate support materials and documentation to source solutions • Escalate issues to team leaders and management as appropriate • Monitor the Cloud system and proactively investigate performance issues to avoid problems before they are reported by customers • Ensure customer success through the FCID Recipes & Specification system • Log bugs with Development and manage customer expectations regarding delivery of fixes • Perform customer call backs and monitor calls through to resolution • Actively manage customer satisfaction and provide timely updates on call progress • Pursue system traces or queries concerning customer databases in order to gather enough information to be able to triage calls • Assist in the smooth migration of current on-premise customers to use the HG Cloud System. • Carry out supplier account creation and administration ensuring the process is managed and runs smoothly. • Carry out deep dive into data related issues, having experience of querying databases and ensuring best practice around resolution of data issues.