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Our client, a leading Software Vendor, is currently hiring for a Customer Support Engineer. The primary purpose of the Customer Support Engineer is to deliver responsive and expert support for intelligent automation and low-code software solutions.
Responsibilities
* Respond to events detected by remote monitoring and incidents reported to the service desk by customers.
* Minimise the impact of incidents by accurately diagnosing faults and provide resolutions to problems within the stated SLA.
* Carry out technical investigations by researching knowledge bases, replication on test systems, log captures, monitoring, and real-time event views as required.
* Engage with other resolver groups as required to find solutions, whilst retaining problem ownership.
* Fulfil service requests to administer system changes and further configurations.
* Respond to requests for technical information on product features, configuration and operation.
* Fulfil deployment of software hotfixes or system upgrades as required to maintain systems to include both the latest features and maintenance fixes. These may require working outside of business hours.
* Log and maintain a full record of all activities on the progression and resolution of customer faults and planned changes in the service management system in accordance with the local work instructions.
* Review and update case assignments and priorities in collaboration with colleagues.
Requirements
* Data Manipulation
* Building forms and/or data models.
* Analytical thinking.
* Understanding of software testing.
* Be able to work in a technical customer-facing role with a professional telephone manner supported by well-written communications.
* Able to assess incidents calmly and logically, adapting to the customer’s situation and responding appropriately.
* Demonstrate excellent communication skills (oral and written) in order to communicate effectively with our customers and with colleagues in a timely manner.
This is a full-time, permanent role working Monday to Friday. While the position is remote, we require candidates to be within a two-hour radius of Bedford, as you may be expected to attend the office once every fortnight.
Our client offers an excellent remuneration package and excellent career progression prospects.
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