Hybrid: Mon-Wed onsite in High Wycombe
SPONSORSHIP AT ANY TIME IS NOT AVAILABLE
Our client is Europe's leading provider of Service Management Software Solutions, with offices in across Europe.
Position Overview:
They are seeking a dedicated and proactive Application Support Engineer to join their team, focusing on supporting their product. In this role, you will provide high-quality technical assistance to their customers, ensuring the effective use and smooth operation of the product. You will troubleshoot issues, guide customers through product features, and collaborate closely with senior support staff to resolve complex technical challenges. There will also be opportunities to become familiar with and to provide support for their other product. A customer focused and data oriented mindset are critical attributes that the successful candidate will display.
Key Responsibilities:
- Provide first-line and second-line technical support to the product users via phone and ticketing system ensuring timely resolution and minimal customer downtime.
- Escalate complex issues to senior technical teams as necessary, following internal procedures.
- Maintain an in-depth understanding of the products and functionalities to assist with customer queries.
- Reproduce and investigate customer-reported issues to identify root causes and provide effective solutions.
- P...