2nd Line Software Development Engineer (CRM Support)

Job Description

We are looking for someone who has PHP, HTML, CSS and JavaScript experience (essential) as well as 1st line support experience. Overview

• Your role will be to assist the CRM Support Team Leader in supporting CRM solutions for internal and external customers as well as resolving escalated issues from 1st Line Support Engineers to ensure business continuity and customer satisfaction. As partof your role you will be responsible for issue resolution (particularly escalated issues) and communicating with customers in a timely manner during investigations.
• This role would suit an enthusiastic individual who is committed to the ethos of the work of the Company. Someone who has a good knowledge of computers/general software configuration and programming skills such as: C#, PHP, XHTML, JavaScript as well asthe ability to manage customer issues within our Customer Relationship Management system, ensuring that they are dealt with correctly in a timely fashion.

You will be required to:

• Resolve issues escalated from 1st Line and resolution of issues where possible (utilising C# and PHP skills as necessary)
• Escalate issues to 3rd Line and CRM Support Team Leader where appropriate
• Manage support incidents, including those escalated, within Service Level Agreements

Main duties and responsibilities:

• As a 2nd Line Engineer your primary responsibility is utilising your system and development skills to resolve the more complex issues receiving into the team, however it is important to understand that this must be achieved in tandem with meeting a requirementfor high customer satisfaction - it is, therefore, critical that you have strong relationship skills, as well as a logical mindset capable of problem solving, and that you use these to manage a careful balance in order to balance a high volume of issues witha requirement for high customer satisfaction. Your secondary focus must be on ensuring that all issues (not just those assigned to you) are resolved as quickly as possible and to the satisfaction of customers, therefore you must seek out areas where you canadd value and improve the performance and reputation of the team.
• As part of this role you will be expected to liaise with 3rd Line, provide training to 1st Line Support Engineers where necessary and participate in the project handover process, ensuring knowledge is captured and shared with the team.

Other core responsibilities:

• Capture data to a high degree of completion and accuracy
• Observe customer and system requirements for effective management and security of data integrity
• Configure CRM or similar applications to resolve support issues
• Set an example in relation to all responsibilities and knowledge share with colleagues in order to improve speed of issue resolution
• Document issue resolutions and build an effective knowledge base
• Write documentation and explain technical issues to all levels using excellent customer service skills
• Assist the CRM Support Team Leader with other activities, as required
• Operate in compliance with all Company policy & procedures, HR best practice and relevant regulations required e.g. PCI, GDPR, ISO 27001, 9001 and 14001

__*Skills and experience:*

• Degree in Computer Science or related subject; or suitable level of previous experience in similar role
• Help or service desk experience
• Strong experience in issue management and resolution
• Experience of working with CRM systems or appropriate transferable skills
• Excellent knowledge of computers/general software configuration and programming skills such as: C#, PHP, XHTML, JavaScript
• Excellent communication skills with both customers and internal/external stakeholders
• Ability to work quickly and efficiently within tight deadlines
• Ability to communicate issues to both technical and to non-technical staff
• Negotiation and persuasion skills are desirable
• Competence in Welsh, Tamil or Hindi languages is desirable

Salary: up to £28,000 per annum (dependent on experience)Contract: Full Time, PermanentWorking Hours: 37.5 hours per week. Monday to Friday from 9am to 5pm with a flexibility to work outside of those hours when required.If all of the above sounds like the right challenge for your next role, please submit your CV and if shortlisted, a member of the recruitment team will be in touch to invite you to an interview.As an equal opportunities and disability confident employer we believe diversity brings advantages to our clients, our business and our employees.We are committed to building an inclusive environment and welcome suitable applications from all.

Keyskills :
CSSCSS JavascriptHTMLPHP