2nd line Support Engineer – Customer Operations

03 December 2018

We are looking for talented individuals to join our customer support team, working in a fast-moving business in an innovative IT environment. You must have a passion for delighting the customer with every interaction and have the experience and toolkit to meet our customer expectations with pragmatic solutions.


Putting the customer first, you must be capable of using the latest tools and methodologies to support high-quality products. The ideal candidate will have customer satisfaction in their DNA, be a team player with an ability to learn quickly while keeping up to date with the latest technologies and Smart products. Good customer service communication skills are essential.

KEY RESPONSIBILITIES

  • Manage ticket volumes against agreed KPIs and SLAs
  • Act as the 2nd line technical support to high calibre internal and external customers
  • Own and resolve incidents and queries raised by end users and customers
  • Manage KPIs and activity against SLAs
  • Pro-actively resolve issues and collaborate with support colleagues and the development teams
  • Support project teams through implementation and deployment processes
  • Attend to and manage customer queries through various channels; social, voice, ticket, chat  
  • Contribute to QA, Peer code reviews and Testing

 

TECHNICAL SKILLS AND EXPERIENCE

  • Customer Service skills gained in a high-volume helpdesk or support centre
  • Knowledge of NPS/CSAT processes and closing the loop
  • Diagnostics and Root-Cause Analysis processes
  • Active Directory/ MS Exchange
  • Email security products
  • Excellent problem-solving skills and attention to detail

 

DESIRABLE TECHNICAL EXPERIENCE

  • Experience with understanding JSON and XML
  • XML, XSLT, .NET
  • Understanding of / Experience in HTML, HTML5, CSS(3)
  • Familiarity with frameworks and understanding of custom media queries
  • Experience in Microsoft .NET stack (e.g. C#, C++) and tooling such as Visual Studio or ReSharper a benefit
  • Understanding of Microsoft Azure (cloud)
  • Experience in Source control such as GIT or SVN
  • Previous work on CMS (such as Umbraco, Wordpress etc)

 

GENERAL SKILLS

  • A high technical aptitude and strong attention to detail
  • You must be able to follow direction from team leaders and work well as part of a team
  • You can think on your feet and are able to work well in changing and ambiguous circumstances
  • You have excellent people skills and the ability to communicate well both verbally and written
  • Experience of ITIL framework
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