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Graduate Support Engineer / £37,750 + benefits + bonus
Location: Bracknell, Berkshire
Salary: £37,750 + benefits + bonus
Job description:
Our client is a world-leading cloud customer service provider. Due to its continued expansion, we are on the lookout for graduates with a genuine passion for technology to join its fantastic Support team based in Bracknell, Berkshire. As a Support Engineer, you will deliver exceptional technical solutions to our customers from the first call to the final resolution.
If you're a graduate keen to develop your career in a thriving technical environment, this is the role for you!
This role works as part of an international team to deliver technical support to customers across the globe. Support Engineers take responsibility for and ownership of all incidents, service requests and queries through to resolution, with a focus on first-time fix metrics and on meeting customer expectations. Support Engineers are highly technically able and capable of prioritising, categorising and resolving the majority of faults covering the standard product portfolio. This includes taking support calls by telephone, email and via web portals.
The Support Engineering role encompasses many other aspects alongside technical problem solving, including; end customer consultancy and success, delivering software upgrades from product release packages, quality management and internal tooling development.
What success looks like:
Problem identification and solving
it is critical that the jobholder is able to identify the nature of an issue and apply the appropriate resolution process/fix to restore services in a timely manner.
Motivation and ownership of issues
You must be self-motivated to maintain high service levels for both simple and complex issues requiring interaction with other teams. Support Engineers maintain ownership of incidents from the initial customer report to resolution, including delivering software or infrastructure upgrades.
Communication and commitment to customer service
Customer service delivered by phone and email will require good written and verbal communication skills. You must speak/write in a clear and concise manner without using technical jargon. You must remember the impact of a technical fault on the customer at all times as the customer can be experiencing an impact on their business-critical systems; a calm and professional demeanour must be maintained at all times.
The role:
Resolving technical issues
Follow appropriate technical troubleshooting guidelines and techniques to diagnose and resolve issues, including completing planned changes and the associated QA and testing
Log and resolve faults with external suppliers and internal teams.
Ensure tickets are regularly and accurately updated in accordance with contractual SLAs.
Proactively seek guidance from other technical teams/management to identify and propose ticket resolutions.
Where appropriate, escalate faults to other technical teams, retaining ownership of the ticket to ensure a timely resolution.
Highlight any trends or patterns in technical issues to management.
Ensure that the correct process and procedures are followed for ticket management and escalations.
Providing customer service
Be the first and single point of contact for all customer enquiries.
Respond to calls, emails and other customer alerts promptly and within SLA/KPI targets.
All responses and contact must be prompt, polite, relevant and concise.
Provide exceptional customer service at all times, ensuring customers are regularly updated on ticket status and developments in accordance with any incident and request management processes.
Maintain a commitment to keeping customers informed and build and maintain relationships of trust with customers.
Set realistic and achievable expectations with customers on communication and resolution timeframes.
Act as an escalation point for customers, partners or suppliers as required.
Ensure the correct process and procedure for customer contact are followed at all times.
Opportunities to lead Service Reviews for customers
Customer consultancy for key services.
Continual improvement and documentation
Ensure systems are kept up-to-date with clear, concise and non-jargon entries which customers and the business can access to clearly and quickly understand the nature of any technical entries.
Where necessary, liaise with other in-house teams to ensure the accuracy and consistency of client information.
Be proactive in communicating any process improvements to management.
Continuously improve knowledge and understanding of our platform and customer solutions.
Where required, utilise software development skills to improve the internal toolset.
Who you are:
Bachelor's degree/equivalent in STEM or Computer Science related subject, or substantial equivalent experience
Networking, Microsoft or Linux-related training/qualifications (Desired)
Experience in a customer-facing role (Desired)
Experience in resolving technical issues in a second or third-line environment (Desired)
Experience with any software development language (Desired)
Experience in network troubleshooting (Desired)
Able to remain professional in all circumstances
Able to multitask without compromising service levels
Good spoken and written communication
Good attention to detail
Strong problem-solving skills
Personal commitment to delivering high standards of customer satisfaction
Proactive and able to take the initiative to progress work
Language skills such as Dutch, French, German, Italian, Japanese, Polish, Portuguese and Spanish (Desired)
ABOUT THE COMPANY
Our client is the largest privately owned provider of Contact Centre as a Service (CCaaS) in Europe. They have expanded globally to have offices in the UK, US, Netherlands, Germany and Japan, and our award-winning proprietary cloud services now power some of the largest organisations across the globe. Operating in sectors ranging from utilities and travel to finance and government, our clients include UK Power Networks, Rakuten, Rightmove, Interflora, Sodexo, and the National Health Service (NHS).
Please note, to be considered for this role the applicant must demonstrate proof of eligibility to work in Germany or hold a valid work visa if applicable.
CONTACT
Hannah Allen
hannah@hucpeople.co.uk
