Application Support Engineer

1 week ago

Newcastle upon Tyne, United Kingdom Gem Partnership Ltd Full time

My client is a fast-growing software business that has embarked on significant growth to become the market leader in their sector. As an Application Support Engineer, you will be responsible for delivering a first-class support service to their clients.

The Role

  • Troubleshoot both 1st line and escalated technical issues, offering guidance and managing changes for their software clients, providing timely customer feedback
  • Deliver and maintain a high-quality service to customers
  • Support the roll-out of new software solutions across their portfolio of customers
  • Take ownership of support issues and seek closure ensuring all relevant support procedures are followed
  • Managing multiple cases at one time, ensuring case notes are up-to-date
  • Diagnosing and resolving incidents using remote access tools and verbal instructions
  • Resolving issues predominantly over the phone or via remote connectivity or, very occasionally, visiting client sites
  • Deliver great customer service operating within client-specific SLAs
  • Working with Developers to resolve issues

The Person

  • Previous application/software support experience resolving escalated issues
  • Exceptional customer service skills
  • Ability to quickly learn new operating procedures and maintain established systems
  • Some exposure to SQL preferred but not essential
  • Exceptional written and verbal communication skills
  • Ambitious to learn and develop in a supportive team-focused environment

The role supports a hybrid working pattern with up to 3 days per week working from home, following a successful probationary period.

If you feel you have the qualities they seek, please forward your CV and covering letter indicating your current package to Jen Dunthorne at GEM Partnership or for a discreet conversation call their Peterlee office.

GEM Partnership are acting as an employment agency on this project.

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