Customer Support Engineer

JR United Kingdom; Nottingham; Remote; GBP 30,000 - 45,000; Full time

Job summary

Une entreprise de logiciels de premier plan recherche un Customer Support Engineer pour offrir un support réactif et expert à ses solutions d'automatisation intelligente. Le candidat idéal procédera à l'analyse des incidents, à la gestion des demandes de changement et fournira un service client exceptionnel. Cette position permet de travailler à distance, avec des déplacements occasionnels au bureau.

Benefits

Excellent remuneration package

Career progression prospects

Qualifications

• Capacité à travailler dans un rôle technique face au client avec un bon sens de la communication.
• Adaptabilité pour évaluer et répondre aux incidents calmement.
• Compétences analytiques pour diagnostiquer des problèmes efficacement.

Responsibilities

• Répondre aux événements détectés et incidents signalés par les clients.
• Minimiser l'impact des incidents par un diagnostic précis.
• Gérer les demandes de service pour des modifications système.

Skills

Data Manipulation

Analytical thinking

Software testing understanding

Excellent communication skills

Job description

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Our client, a leading Software Vendor, is currently hiring for a Customer Support Engineer. The primary purpose of the Customer Support Engineer is to deliver responsive and expert support for intelligent automation and low-code software solutions.

Responsibilities

• Respond to events detected by remote monitoring and incidents reported to the service desk by customers.
• Minimise the impact of incidents by accurately diagnosing faults and provide resolutions to problems within the stated SLA.
• Carry out technical investigations by researching knowledge bases, replication on test systems, log captures, monitoring, and real-time event views as required.
• Engage with other resolver groups as required to find solutions, whilst retaining problem ownership.
• Fulfil service requests to administer system changes and further configurations.
• Respond to requests for technical information on product features, configuration and operation.
• Fulfil deployment of software hotfixes or system upgrades as required to maintain systems to include both the latest features and maintenance fixes. These may require working outside of business hours.
• Log and maintain a full record of all activities on the progression and resolution of customer faults and planned changes in the service management system in accordance with the local work instructions.
• Review and update case assignments and priorities in collaboration with colleagues.

Requirements

• Data Manipulation
• Building forms and/or data models.
• Analytical thinking.
• Understanding of software testing.
• Be able to work in a technical customer-facing role with a professional telephone manner supported by well-written communications.
• Able to assess incidents calmly and logically, adapting to the customer’s situation and responding appropriately.
• Demonstrate excellent communication skills (oral and written) in order to communicate effectively with our customers and with colleagues in a timely manner.

This is a full-time, permanent role working Monday to Friday. While the position is remote, we require candidates to be within a two-hour radius of Bedford, as you may be expected to attend the office once every fortnight.

Our client offers an excellent remuneration package and excellent career progression prospects.