Support Engineer

WHAT THE ROLE IS FOR

A brief description of the main purpose of the role

This role works as part of an international team to deliver technical support to customers across the globe. Support Engineers take responsibility for and ownership of all incidents, service requests and queries through to resolution, with focus on first time fix metrics and on meeting customer expectations. Support Engineers are highly technically able and capable of prioritising, categorising and resolving the majority of faults covering the standard product portfolio. This includes taking support calls by telephone, email and via web portals.

The Support Engineering role encompasses many other aspects alongside technical problem solving, including; end customer consultancy and success, delivering software upgrades from product release packages, quality management and internal tooling development.

WHAT SUCCESS LOOKS LIKE

The key deliverables, critical for effective performance e.g. customer satisfaction, and a brief description of why it is important

·  Problem identification and solving: it is critical that the jobholder is able to identify the nature of an issue and apply the appropriate resolution process/fix to restore services in a timely manner.

·  Motivation and ownership of issues: the jobholder must be self-motivated to maintain high service levels for both simple and complex issues requiring interaction with other teams. Support Engineers maintain ownership of incidents from the initial customer report to resolution, including delivering software or infrastructure upgrades.

·  Communication and commitment to customer service: customer service delivered by phone and email will require good written and verbal communication skills. The jobholder must speak / write in a clear and concise manner without using technical jargon. The jobholder must remember the impact of a technical fault on the customer at all times as the customer can be experiencing an impact to their business critical systems; a calm and professional demeanour must be maintained at all times.

KEY RESPONSIBILITIES

3-5 major areas of responsibility with a brief description of the expected activities

Resolving technical issues

·         Follow appropriate technical troubleshooting guidelines and techniques to diagnose and resolve issues, including completing planned changes and the associated QA and testing

·         Log and resolve faults with external suppliers and internal teams.

·         Ensure tickets are regularly and accurately updated in accordance with contractual SLAs.

·         Pro-actively seek guidance from other technical teams/management to identify and propose ticket resolutions.

·         Where appropriate, escalate faults to other technical teams, retaining ownership of the ticket to ensure a timely resolution.

·         Highlight any trends or patterns in technical issues to management.

·         Ensure that the correct process and procedures are followed for ticket management and escalations.

Providing customer service

·         Be a first and single point of contact for all customer enquiries.

·         Respond to calls, email and other customer alerts promptly and within SLA/KPI targets.

·         All responses and contact must be prompt, polite, relevant and concise.

·         Provide exceptional customer service at all times, ensuring customers are regularly updated on ticket status and developments in accordance with any incident and request management processes.

·         Maintain a commitment to keeping customers informed and build and maintain relationships of trust with customers.

·         Set realistic and achievable expectations with customers on communication and resolution timeframes.

·         Act as an escalation point for customers, partners or suppliers as required.

·         Ensure the correct process and procedure for customer contact are followed at all times.

·         Opportunities to lead Service Reviews for customers

·         Customer consultancy for key services.

Continual improvement and documentation

·         Ensure systems are kept up-to-date with clear, concise and non-jargon entries which customers and the business can access to clearly and quickly understand the nature of any technical entries.

·         Where necessary, liaise with other in-house teams to ensure accuracy and consistency of client information.

·         Be pro-active in communicating any process improvements to management.

·         Continuously improve knowledge and understanding of our platform and customer solutions.

·         Where required, utilising software development skills to improve the internal toolset.

PERSON PROFILE

Essential (E) or desirable (D) knowledge, education, experience and skills

Education & Qualifications: Specialised/Technical

Bachelors degree/equivalent in STEM or Computer Science related subject, or substantial equivalent experience

Networking, Microsoft or Linux related training/qualifications

Experience:

Experience in a customer facing role

Experience in resolving technical issues in a second or third line environment

Experience with any software development language

Experience of network troubleshooting

Skills / Aptitude:

Able to remain professional in all circumstances

Able to multi-task without compromising service levels

Good spoken and written communication

Good attention to detail

Strong problem solving skills

Personal commitment to delivering high standards of customer satisfaction

Proactive and able to take the initiative to progress work

Language skills such as Dutch, French, German, Italian, Japanese, Polish, Portuguese and Spanish.