Technical Services Engineer

Silverbear Ltd.; Belfast; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading technology company is seeking a Technical Services Engineer to serve as the primary contact for customers and junior support staff. The role involves training customers, resolving technical queries, and ensuring a high level of customer satisfaction. Ideal candidates will have exceptional communication skills, robust problem-solving abilities, and experience with relevant technical tools. Join a rapidly growing company named one of the UK's Best Workplaces For Wellbeing in 2023.

Benefits

Life Assurance and Group Income Protection

Private medical cover with cash plan

Enhanced Company Pension

25 days annual leave + your birthday off

Enhanced maternity, paternity and adoption pay

Generous training budgets and reimbursement for professional memberships

Qualifications

• Exceptional interpersonal and communication skills required.
• Proven analytical, problem-solving, and decision-making skills.
• Experience with SQL Server and reporting tools like Stimulsoft.

Responsibilities

• Act as the main point of contact for customers and log tickets.
• Deliver training to customers and maintain records of interactions.
• Ensure all tickets are dealt with within SLA’s.

Skills

Interpersonal skills

Communication skills

Analytical skills

Problem solving

Organizational skills

Tools

SQL Server

Stimulsoft

Freshdesk

Intercom

YouTrack

Job description

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Are you an experienced IT support technician with a passion for training?

We are looking for a Technical Services Engineer who will act as the point of contact for customers and Junior support staff. Responsibilities include logging and addressing tickets, maintaining detailed records of customer interactions, training customers on how to use the system and engaging with customers in a professional and amicable manner. This role encompasses various areas such as Technical Support, Bug Investigations, Knowledge Base Articles, Onboarding, Training, Migrations, and Bespoke Template work.

Key Accountabilities:

• Learn and understand the Company’s products and services
• Act as the customers’ main point of contact within the Company, including answering the phone, logging tickets, and monitoring emails
• Deliver training to customers
• Field customer inquiries to the relevant department
• Liaise with different departments within the company
• Report any customer concerns to team leader or manager
• Maintain accurate records of all customer contact
• Assist other departments when required
• Ensure all tickets are dealt with within SLA’s

What We’re Looking For

• Exceptional interpersonal skills
• Excellent communication skills, both verbal and written
• Proven strong analytical, problem solving, logical thinking and decision-making skills
• Evidence of effective organisational, planning and personal time management ability.
• Computer literate in the use of Microsoft Offic e work processing and spreadsheet software as well as e-mail, the internet and Microsoft Windows

Desired Skills & Experience

• Experience of SQL Server
• Experience of report writing tools e.g. Stimulsoft
• Experience of Freshdesk
• Experience of Intercom
• Experience of task tracking system such as YouTrack

Why Join Us?

• Life Assurance and Group Income Protection
• Private medical cover with cash plan
• Enhanced Company Pension
• 25 days annual leave + your birthday off
• Enhanced maternity, paternity and adoption pay
• Generous training budgets and reimbursement for professional memberships

Location: Belfast
Job Type: Full-time

Ready to Apply?

If you’re a motivated professional with a customer-first attitude and a passion for IT, we’d love to hear from you!

Start your journey with Blue Zinc today!

Why ClearCourse?

We're a rapidly growing collaborative of disruptive technology innovators, working together to build a brilliant software and payments business.

As a ClearCourse employee, you’ll get the support and structure that you need to enjoy your work and develop your career while doing what you love and making a difference in a fast-paced and innovative business that has recently been named one the UK's Best Workplaces For Wellbeing in 2023.

At ClearCourse we're committed to an inclusive culture and are keen to attract diverse individuals who thrive in a flexible working environment. If you have a disability or need any reasonable adjustments during the application and interview stages, please let us know.

Across our business, we’re investing in our people, expanding our expertise, and developing our vision. Want to get on board? We’d love to speak with you.