Job | Hamlin Knight

Job.

Support Engineer

  • #83346
  • Leamington spa
  • £32,000
  • Permanent
  • 19 Aug 2021

 

Support Engineer

Are you an experienced software support professional with a real passion for helping customer success by being part of a team that creates a bridge between solution and customer? Does it make you feel fantastic to help people run their businesses successfully by your great service principles, and do you want to work somewhere your good behaviours will be really recognised?

If so, you should read on and apply!

With over 500 employees worldwide, our client is making things happen with their software. By empowering our customers to evolve with the times, continually reinventing themselves, and transforming powerful ideas and business models into reality. With scalable cloud-based software that brings global trade and logistics together, their software supports more than 5,500 businesses in 75 countries.

More impressive though, is our culture – it’s what really makes our client so special and forms the foundation for making them successful. This is reflected in satisfied employees who love what they do, whose extraordinary dedication, achievements, and passion result in truly great software and excellent service values.

Job Location

Based in the UK office in Warwick, though they are working remotely while necessary. There is free parking at the office and excellent public transport links. It also includes occasional travel to other project sites and network offices.

Overview of Responsibilities

Support of software solutions to meet customers’ requirements covering:

Service Case Management & Resolution

  • Act as initial point of contact for all customer issues/queries
  • Provide excellent customer care, ensuring the customer receives both the answer to their query and a great experience in contacting the company

•       Log, investigate, and progress customer issues through the ticketing system

•    Analyse, prioritise, and resolve customer user/product/technical issues in a methodical and patient manner, with the ability to spot potential areas for improvement in customer solutions and processes

  • Provide timely responses to customers enquiries and own follow up on issues and requests, according to established Service Level Agreements (SLAs)

Support Phase Transitioning

  • Take part in internal knowledge transfer from Solutions Team to Support Team
  • When required, take part in introducing post go-live support services and processes to customers

Knowledge Management

  • Be an active participant in a knowledge centred service approach, creating knowledge articles from support cases to help populate and maintain the Help Center for our customers
  • Review and revise knowledge articles as necessary to keep them up to date
  • Communicate relevant information to internal teams as necessary

Customer Care

  • Supporting other departments with customer care activities such as providing system usage information, customer system healthchecks, support ticket KPI/ SLA reporting

Requirements

   Essential:

  • 3+ years experience in application and customer support, or equivalent
  • Experience with SaaS platforms and business applications, for B2B customers and users
  • Excellent analytical and problem-solving skills
  • Understanding of application development lifecycle and support processes
  • Excellent written and verbal communication skills

   Preferred:

  • Experience with Jira and Confluence
  • Experience working with Zendesk or other similar cloud-based customer support tools
  • Able to troubleshoot and debug JSON, XML

   About You:

  • You are customer focused and put the customer at the centre of everything
  • You are good at understanding the impact of an issue on a customer's business
  • You can talk about technical issues in a readily understandable way
  • You possess an attention to detail and are inquisitive
  • You thrive in challenging environments that require collaborative problem solving
  • You ensure the voice of the customer is listened to and represented to the business
  • You are capable of independently prioritising your duties and still work well with a team
  • You take responsibility for your customer’s query and drive it through to conclusion
  • You can both accept and provide thoughtful, respectful, constructive criticism

 

 

 

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