Technical Support Engineer

4 weeks ago

London, United Kingdom Peoplevine Full time

Location: Hybrid, London UK (2/3 days in the office)

Hours: 40 per week

Reports to: Head of Customer Experience


About Peoplevine

Peoplevine is a rapidly growing software company that provides a revolutionary SaaS platform for hospitality organizations. Our platform empowers subscription-based hospitality organizations to build communities where members have an experience of belonging. We have a rapidly expanding customer base of private member clubs, boutique hotels and resorts, luxury residential and coworking spaces. With a presence in London, UK, we are committed to revolutionizing the hospitality industry with our innovative solutions.


About this position

Peoplevine is seeking an experienced Technical Support Engineer based in London to lead our Support in EMEA. As a Technical Support Engineer, you will be responsible for ensuring our customers receive exceptional service and prompt resolutions to their issues while identifying opportunities to improve efficiency and experience. You will leverage your skills and technical expertise to guide the client, manage escalations, and contribute to the continuous improvement of our support processes. This role is pivotal in maintaining high customer satisfaction and operational efficiency.


As part of our Customer Success function, it is imperative that you are prompt and accurate with your response to our clients. You will need to research, identify and troubleshoot the issue prior to escalating it to the engineering team. This involves validating the type is issue (training, bug etc.) and the impact it has. Having the ability to logically understand and troubleshoot customer issues is key to your success.


Key responsibilities

Customer Support Engineer:

  • Oversee the day-to-day operations of the technical support needs, ensuring timely and effective resolution of customer issues via phone, email, and chat.
  • Manage complex and high-priority escalations, working directly with customers and internal teams to achieve satisfactory outcomes.
  • Ensure all support requests are accurately documented, categorized, and tracked in the support system.


Process Improvement and Quality Assurance:

  • Develop and implement support processes and procedures to enhance efficiency, consistency, and quality of service.
  • Monitor support metrics and KPIs, analyse trends, and prepare reports for senior management.
  • Conduct regular quality assurance reviews of support interactions to identify areas for improvement and training needs.


Cross-Functional Collaboration:

  • Work closely with Product, Engineering, Sales and CX teams to communicate customer feedback and advocate for product enhancements.
  • Participate in product development discussions to provide insights from the support perspective.
  • Ensure seamless coordination with other departments to address customer needs comprehensively.

·

Customer Success and Satisfaction:

  • Develop and maintain strong relationships with key customers, understanding their business needs and ensuring their success with our platform.
  • Create and manage a customer feedback loop to continuously gather insights and drive product improvements.
  • Organize and participate in customer success initiatives, such as webinars, user groups, and training sessions.


Position Requirements


Experience and Skills:

  • Experience working with and configuring support management tools, specifically Intercom.
  • Proven experience in a technical support engineering or leadership role, preferably within a SaaS or technology company.
  • Excellent verbal and written communication skills, with the ability to effectively communicate complex technical concepts to both technical and non-technical audiences.
  • Strong problem-solving and analytical skills, with a proactive approach to identifying and addressing issues.
  • Demonstrated ability to lead and motivate a team, fostering a positive and productive work environment.
  • Solid understanding of computer hardware, software, operating systems, and common software applications.
  • Proficiency in troubleshooting network connectivity issues, including wireless networks.
  • Familiarity with remote desktop applications and remote troubleshooting techniques.
  • Ability to use Excel CSV data and/or SQL to query and upload data sheets to our database.
  • Ability to provide a detailed analysis and step-by-step guidance on how to replicate a bug when identified by client or QA.


Attributes and Qualifications:

  • Strong customer service orientation, with a passion for delivering exceptional support experiences.
  • Excellent time management and organisational skills, with the ability to prioritise and manage multiple tasks effectively.
  • A commitment to continuous learning and professional development.
  • Must have the right to live and work in the UK and be based in London.


Additional Skills (not mandatory but a plus):

Experience with coding languages (HTML, Java, Python, etc.).

Background in the travel and hospitality industry software.

Understanding of QA processes and methodologies.


Previous experience with platforms such as Sevenrooms, Micros Symphony, Square, GoCardless & Stripe.

We are an equal opportunity employer and value diversity at our company. We actively hire for cultural growth. We welcome people of all ages, backgrounds and value people who take a journey unique to them. We provide everyone with equal access to professional development. You are encouraged to apply even if your experience doesn't precisely match the job description.

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