Description:
The purpose of the role is to deliver product related functional and technical support, ensuring the needs of our customers are not only met but exceeded, be a subject matter expect for escalated Support issues within your area of expertise, provide excellent customer experience and be the “go-to person” for escalated queries from our Tier 1 and Tier 2 engineer teams.
Responsibilities:
- Provide comprehensive support to our customers on the phone, email, chat or via our ticket management system Zendesk
- Take pride of the product you support, and be part of the development lifecycle as a representative from support. Feeding back any changes or important information to the lower tier teams
- Implement solutions and facilitate projects to resolve complex technical problems on remote customer sites as well our own hosting facilities
- Provide in-depth technical support for technologies related to our products (SQL, .Net, IIS etc.)
- Provide support to areas of the business i.e., sales, project management and customer success to ensure consistency and enhance customer satisfaction
- Be the highest escalation point and take responsibility for highly technical queries, from the Level 1, Level 2 Support teams and the leadership team
- Take ownership of an escalated issue and manage all relationships across the wider business i.e., development, technical services, cloud operations and project management
- Develop and maintain a deep technical understanding of our products and specialising in critical strategic products
Skills and Experience:
- Previous experience working in a support or service desk environment as an escalation point - A passionate and enthusiastic approach to helping customers and delivering technical support
- Excellent organisational skills and ability to manage your own workload, where priorities may change through the day moving from workload to workload in an agile way
- Strong problem-solving and trouble shooting skills with the ability to explain complex technical solutions in ‘layman’s terms’, deliver information to diverse groups and focus on articulation dependant on audience
- An in-depth understanding of relational database management systems and web based applications