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Senior Support Engineer

£27,000 - £35,000
Kent
LH116887
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My client is an extremely successful, niche company offering a cloud-based platform and management tools to the publishing industry. Their customer base are primarily book publishers but also distributors, sales agencies and other companies involved in selling books worldwide.  With clients locally, nationally, and globally, they work with both individual and multinational publishers and have a strong worldwide footprint which is continuing to grow.

 

Due to continued growth throughout 2020, our client is currently looking to recruit a Senior Support Engineer to aid their customers. As part of the support team, you will be trained to use the software platform and helpdesk ticketing system to diagnose and troubleshoot issues, to provide in-house support and to help customers use the online platform.

 

The Role:

  • Responding to requests for support from external customers via telephone and email and using the company’s help desk platform to manage these responses through to resolution, within agreed time
  • Talk customers through a series of actions, either via telephone or email, until they have been able to solve an issue.
  • Onboarding of new customers including configuring their software and helping to transfer their data into the system.
  • Working with customers to help them enrich and improve the data they hold in our application.
  • Implement document templates for customers using standard web technologies such as PHP, CSS and HTML.
  • Reporting to management and other team members on customer support issues including prompt escalation of unresolved issues.
  • Prioritize and manage several open issues at any given time.
  • Conduct regular maintenance and checks on infrastructure and application performance.
  • Ensure all issues are properly logged then prepare accurate and timely reports as requested.
  • Document technical knowledge in the form of notes and manuals.
  • Suggest improvements to enhance customers’ experience and engage with the development team to help formulate these ideas.

 

Technical Ability required:

  • Spreadsheet, SQL database skills and knowledge of HTML/CSS are essential.
  • Experience developing scripts is essential -ideally PowerShell but any equivalent language would be beneficial. You will be prepared to learn PowerShell.
  • General coding experience would be highly advantageous. Many of the support tools utilise PHP or Python but any coding experience is relevant so long as there is a willingness to learn new skills as required.

 

£27,000 - £35,000 plus benefits including 20 days holiday plus BH, pension, annual wellness fund, cycle to work scheme, CPD opportunities

Location: Edenbridge (Part office, part remote working)

Key Words: PHP, Python, PowerShell, HTML, CSS, SaaS, SQL, support technician, Infrastructure

 

They will be a self-starter who actively engages with the rest of the team to offer sound opinions on existing implementations and creative ideas on how to meet emerging challenges in delivering the best customer experience.

Sounds interesting and something you would love to be part of? Apply today!

 

 

Due to the large numbers of responses, we receive, despite our best efforts it is not possible to respond to every application. Therefore, only short-listed candidates will be contacted for this particular role and if you haven’t heard from us within 7 days please assume you have been unsuccessful on this occasion. Please feel free however to apply for further roles and we will certainly keep your details on file and contact you with suitable vacancies. YourRecruit (IT) Ltd does not discriminate on the grounds of age, race, gender, or disability and complies with all relevant UK legislation.

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