Role: Support Engineer (VFC)
Location: Fully Remote – linked to UK team
The Company
Our client specialises in utilizing modern developments in integration, analytics and AI technologies to aid organisations to build and deliver effective platforms for customer engagement, and boost the value gained from technology for employee and customers alike. They are looking to hire a Support Engineer to join the team.
The Role
This role supports queries related to the client’s financial compliance product.
Responsibilities for this role include:
- Work on providing support on queries relating to the financial compliance products for clients – support to clients globally
- Troubleshooting and supporting complex enquiries for customers relating to the client’s software
- Mentor partners and staff on services and products
- Monitoring all partner activities – tickets and escalations that arise
- Mainly working in collaboration with the client’s customers/partners – regular communication with outside organisations where necessary to effectively manage resolution of issues and customer experience
- Evaluate all technical issues and design/implement efficient resolution techniques
- Manage onsite and remote tickets and escalations for customers through to resolution
- Ability to work as part of a team and independently whilst managing own workload
- No travel required
Required Skills / Experience
Essential
- 2 years’ experience in customer service environment with ability to troubleshoot software applications and technology infrastructure
- Solid understanding of ‘troubleshooting flow’
- Working experience in handling customer issues and enquiries
- Effective customer communication and documentation of issues/solutions
- Understanding of networking (TCP/IP), application-level protocols (SIP / RTP), firewall technology, databases (SQL), Windows Servers, and storage systems
- Experience with evaluating network issues (running network traces)
- Flexibility with working hours is required
Advantageous
- Experience using voice recording systems
- Understanding of BT, IPC, Speakerbus, Cloud9 trader voice systems, Microsoft Teams, Skype for Business, Cisco UC, Avaya platforms (big plus)