Application Support Engineer

Job Description

Do you want to work for an organisation that really values their employees Want 30 days holiday a year + bank holidays Want flexible working times Want equity shares and annual bonuses for a job well done If you answered yes to these questions.Then read on.....Our client, a rapidly expanding and forward thinking Logistics Software Solutions provider based in Leamington Spa, but working remotely are seeking an experienced Support Engineer, to join their fun and friendly team.Overview of ResponsibilitiesSupport customers requirements covering:Service Case Management & Resolution

• Act as initial point of contact for all customer issues/queries
• 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 customers solution and processes

Support Phase Transitioning

• Provide timely responses to customers enquiries and follow up on issues and requests, according to established Service Level Agreements (SLAs)
• Escalate to the management team as necessary
• 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

Investigating, Resolving, and Documenting Technical Issues

• Ensure each service case reported by customers is documented with a sufficient level of detail in internal systems
• Ensure appropriate communications to customers and internal teams involved on the status of each service cases status, from initial request to service case closure
• Identify opportunities for additional service enhancements
• Identify and feedback suggestions for product enhancements

Knowledge Management

• Be an active participant in a knowledge centered service approach, creating knowledge articles off the back of support cases to help populate the Help Centre for our customers
• Review and update knowledge articles as necessary to keep them up-to-date
• Communicate relevant information to internal teams as necessary

RequirementsEssential:

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

About You:

• You can work effectively remotely and as part of a remote team
• You are customer focused
• Youre good at understanding the impact of an issue on a customers 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 can both accept and provide thoughtful, respectful constructive criticism

Keyskills :
Customer Service2nd Line SupportApplication