Remote UK Support Engineer | Enterprise Tech Troubleshooter

Peer Software, Inc.; United Kingdom; À distance; GBP 35 000 - 52 000; Plein temps

Résumé du poste

Peer Software, Inc. is seeking a proactive Technical Support Specialist to serve as the main technical liaison for customers, delivering high-level assistance and guiding enterprise clients through complex issues from a remote UK base.

You will resolve incidents, document actions, and contribute to a knowledge base while collaborating across teams. The role includes on-call duties and ongoing product training to stay current with developments.

Qualifications

• Excellent customer service with the ability to communicate clearly and effectively.
• Ability to build strong relationships and gain the trust of the customers you support.
• Great problem-solving skills with the proficiency to see any challenge through.
• Excellent and proven technical skills within Windows and Linux environments, adept at troubleshooting and resolving issues.
• Experience in supporting critical systems and infrastructure with the ability to prioritise and elevate quickly.

Responsabilités

• Respond to customer inquiries via phone or email providing technical assistance and resolving issues effectively within stringent SLAs.
• Remotely troubleshoot and diagnose software incidents, guiding customers through step-by-step solutions or escalating incidents to higher-level support teams when necessary.
• Document and track customer interactions, incidents, and resolutions in a timely and accurate manner using our internal ticketing system.
• Collaborate with other support team members and departments to ensure timely resolution of customer issues and effective communication of solutions.
• Simulate and recreate incidents to provide detailed resolutions based on actual customer experiences.
• Contribute to technical knowledge base articles to aid and assist customer portal self-service resolution.
• Participate in the on-call out of hours support service.
• Undertake regular training sessions and workshops to stay updated on product developments and enhance technical skills.
• Maintain a positive and professional attitude while handling challenging situations and ensure that all interactions reflect our commitment to excellent customer service.
• Undertake application log file analysis for incident diagnoses or development escalation.

Connaissances

Customer service

Communication

Problem solving

Windows troubleshooting

Linux troubleshooting

Relationship building

On-call readiness

Documentation

Outils

Ticketing system

Remote support tools

Description du poste

Peer Software, Inc. is seeking a proactive Technical Support Specialist to serve as the main technical liaison for customers, delivering high-level assistance and guiding enterprise clients through complex issues from a remote UK base.

You will resolve incidents, document actions, and contribute to a knowledge base while collaborating across teams. The role includes on-call duties and ongoing product training to stay current with developments.