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Technical Support Engineer

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Technical Support Engineer

Posted 16 days ago

We are currently looking for a Technical Support Engineer who is looking to progress their career in a best in class, fast growing Software house and solve business-critical problems for our customers. 

The successfully appointed Support Engineer will have strong analytical and problem-solving skills and be a creative thinker. They are passionate about software and its potential to move organisations forward through innovation and have the desire to help customers by giving them a celebrity service!

Day-to-day, you will:

  • Provide specialised Technical Support; troubleshoot problems, research issues, determine and apply solutions and workarounds
  • Work cross-functionally with Engineering, Sales, Delivery and other departments in the best interests of the customer experience
  • Extract data from SQL databases for reporting purposes.
  • Take on new tasks as required and to use the tools (JIRA/Salesforce) provided to continue to learn and develop within the role
  • Triaging, categorising, and prioritising issues reported by customers & partners
  • Understanding typical applications design and dependencies including good understanding of the underlying database and infrastructure technologies
  • Proactively notify Business and IT management of any issues as soon as they're identified and provide regular updates on proposed solutions.
  • Work cross-functionally with Engineering, Sales, Delivery and other departments in the best interests of the customer experience
  • Develop and/or grow documented communication procedures and guidelines answering and resolving application request ensuring that the local team is setup for success
  • Resolve customer issues for Enterprise customers via the telephone, email or WebEx session
  • Regular follow ups with customers with recommendations, updates and action plans
  • Escalate issues in a timely manner per Standard Operating Procedures
  • Leverage internal technical expertise, including peers, mentors, knowledge base, community forums and other internal tools, to provide the most effective solutions to customer issues
  • Create new knowledgebase articles to capture new learning’s for reuse throughout the organization
  • Provide training or assistance to junior staff as needed Participate in technical communications within the Customer Support team to share best practices and learn about new and evolving technologies

What does Access offer you?

We are a growing software company and we deliver on what we say we do! We take the development of our people very seriously! We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.

 

In addition to our standard benefits of 25 days holiday, a match contributory pension and healthcare you will get:  

A Competitive Salary

Giving Back/Charity days

Quarterly Socials

6 weeks Sabbaticals (after 6 years of service)

The Access Group Big Break: our all-expenses paid holiday to Spain