We are seeking a proactive, dynamic and talented Support Engineer to join our team!
Job Type: Full-time, Permanent.
Reporting to: This role reports to the Support Team Leader
Candidate will need to be eligible for SC clearance for this role
We are seeking a proactive, dynamic and talented Support Engineer to manage and support customer solutions built and integrated on our partner platform technologies. This role will combine a focus on technology and customer success, supporting business critical solutions that allow our clients to deliver next generation customer experiences to their users.
You will work with customers and colleagues to diagnose and troubleshoot incidents; engage with partners to escalate issues and drive platform performance, stability and assurance; engage with our CXi, Amazon and Zendesk Practices to work and assist on configuration, implementation and handover of solutions; and work with other internal stakeholders such as account managers and senior leadership to deliver customer success to our client base.
Candidates will receive training in key partner platform technologies such as Zendesk and NiCE, but having an understanding and experience of working within a technical as well as an ITIL service driven environment will be sought. We are seeking technically minded, enthusiastic individuals who are willing to invest in learning new technologies that carves out a career journey within our organisation.
Key responsibilities:
* Provide 1 st / 2 nd line support for key Partner technologies such as NiCE, Zendesk, Amazon and Gamma to our Customers.
* Create and update support tickets on our ITSM system and provide regular progress updates on incidents to our customers and other stakeholders.
* Investigate, troubleshoot and resolve complex issues related to voice, chat and other digital contact centre channels such as social media, utilized by our Customers as part of their solutions.
* Raise cases to Partner Support teams, track progress and escalate into Partner teams where necessary.
* Work within the boundaries of key ITIL processes such as Incident and Problem Management and Change Enablement to support the governance around the Service Management Centre.
* Fulfil configuration service requests raised by our Customers into our Support Team to evolve and enhance their solution as part of their support package.
* Provide technical leadership to customers in making recommendations enabling them to leverage the full potential from their solutions.
* Provide change and maintenance notifications to customers and field any associated queries relating to partner change activity.
* Maintain internal company IT systems as well as building staff laptops and supporting the purchase and deployment of other peripheral equipment to colleagues.
Skills & Experience:
Experience:
Experience of incident and problem management within a ITIL technical environment. Change Enablement and Release management an advantage.
A good understanding and familiarisation of IT or Telecoms technical e nvironments. Able to understand technology platforms. We are looking for people with a technical mindset.
Leadership:
Route 101 Operations Practices, Account Managers and Route 101 S enior M anagement and Leadership. Operating to director level internally and with Customers .
A strong self-starter who has motivation and confidence to manage customers and drive partner resolution times. Being able to identify and prioritize workstack activities .
Stakeholder Management:
Strong analytical and problem-solving skills, with a focus on delivering practical, client-focused solutions.
Project Management:
Degree or relevant experience in a technical support environment.
Problem Solving:
Strong analytical and problem-solving skills, with a focus on delivering practical, client-focused solutions.
Education:
Degree level or industry experience
We are offering;
* 25 days annual Leave plus public holidays scaling to 30 days on tenure
* Benefits package:
o Pension scheme starting at 5% employee plus 4% employer - scaling to 9% plus 8% on matched basis
o Private healthcare with option to add family members
o Worldwide Travel Insurance (with Health Insurance)
o Income protection scheme (75% of salary for 5 years)
o Life cover at four times salary
o Employee Assistance scheme
o Employee discount programme
* Opportunity to work with leading-edge technology and high-profile customers and projects
* Professional development and career growth within a dynamic and innovative team
If you hold the relevant skills and experience, and a passion for delivering technology solut i ons, we want to hear from you! Please submit your application, including your CV and cover letter, outlining your experience and why you are the ideal candidate for this role.
Route 101 Ltd.
The Conifers, Filton Rd
Hambrook
Bristol BS16 1QG
All Rights Reserved / Route 101 Ltd. / Company Registration Number 08325675
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