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2nd Line Support Engineer
3 months ago
Job Summary
Your day-to-day duties will be taking incoming escalated service requests from the Remote Support Engineers. You’ll be providing excellent customer service using your advanced technology skills to diagnose, resolve issues and maintain a healthy technology and security standard across your customers’ technology stack. This includes the need to potentially attend client sites – for anything that cannot be resolved remotely. Additionally, any hands-on workshop work to fix any hardware related issues will also be expected. This is a high-pressured role and requires a high level of attention to detail, technical knowledge, and customer service skills.
This is a Monday to Friday 9am to 5pm. Additional hours will be expected once you pass your probationary period and will be paid at time and a half rate or time in lieu. All additional shifts are on a rota basis. Due to this role also requiring client visits (as\when required), travelling may be required outside of the standard hours to ensure you are onsite for 9am.
Roles and Responsibilities
* Being accountable for your own performance and deliver an excellent customer experience.
* Documenting work within the PSA (Professional Services Automation) system on every customer request.
* Update customers on their service requests, communication internally to discuss tickets or seeking assistance or lastly, interdepartmental communications or escalating to a line-manager.
* Working fast without compromising the accuracy or level of customer service provided.
* Deal with a healthy balance of pressure.
* Be attentive to phone calls, emails whilst remaining calm and positive,
* Become a ‘Product Champion’ of a particular tool to use or sell onto customers. You will have the best understanding of the product and keep up to date on future developments of that product.
* In charge of internal training and documentation around your product.
* Attend client visits for any service request we are unable to resolve remotely.
Requirements
* 3-5 years’ experience in a similar role as well as 6 industry-leading and up to date technical accreditations.
* Excellent verbal and written communication skills.
* A high level of technical understanding and skill to resolve complex issues from start to finish.
* Ability to multitask.
* Have a passion for technology, and how it can help drive client success and hit their business goals.
* Be a team player.
* A valid UK driving license.
Key Performance Indicators (KPIs) measured:
* Customer satisfaction (CSAT) score.
* Customer satisfaction response rate. You need to engage with the customer and ask for them to complete the feedback around their experience.
* Technology accreditation passes. A minimum of 2 accreditations to be gained every year. Full training costs will be covered.
* SLA adherence.
* Average time to resolution.
* Ticket closure rate.
* Utilisation percentage.
Benefits
* Company paid quarterly events.
* Cycle to work scheme.
* Onsite gym.
* Profit-sharing.
* Paid training.
* After successfully completing the standard 6-month probationary period.
** Performance bonus and EO profit share is enabled after successfully completing the standard 6-month probationary period. Performance bonus is paid out quarterly, with the EO profit share being paid out annually.
Only suitable candidates will be directly contacted about this position, and we will not store or process the data of candidates in any way unless consent has been obtained
