Application Support Engineer

Full Time Warwickshire IT Job Pro UK

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 Responsibilities

Support 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 processesSupport Phase Transitioning

Provide timely responses to customer's 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 customersInvestigating, 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 case's status, from initial request to service case closure
Identify opportunities for additional service enhancements
Identify and feedback suggestions for product enhancementsKnowledge 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 necessaryRequirements

Essential:

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 skillsPreferred:

Experience working with Zendesk or other similar cloud-based customer support tools
Experience with Jira and Confluence
Able to troubleshoot and debug JSON, XMLAbout You:

You can work effectively remotely and as part of a remote team
You are customer focused
You're good at understanding the impact of an issue on a customer's 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

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