Support Engineer

4 weeks ago

Newcastle Upon Tyne, United Kingdom Gatsby Recruitment Full time

The Application Support Engineer will be responsible for the technical support of customers in all aspects of the Software System.

Role involves managing several customer accounts both remotely and in person. Working as part of a global support team, reporting to the UK based Global Support Manager.

**Main Duties**
- Technical support to customers, customer facing as well as remote support by Zoom, Webex,
Skype etc.
- Act a point of escalation for incidents and ensuring the appropriate action is taken to
investigate and resolve customer incidents, problems and requests.
- Answer questions from customers about the features and capabilities of the system
- Perform system installations, updates both on site and remotely.
- Provide training on the use of the System.
- Identify defects/bugs in system updates through extensive testing prior to customer release.
- Promote our System through sales presentations and demonstrations.
- Maintain customer account documentation.
- Produce both customer facing and internal documentation to company standards.
- Review and analysis of customer data.
- Report writing.
- Generate quotations.
- Provide excellent customer service.

**Essential Skills/Experience**
- Ability to communicate in a professional, confident and technical manner with all levels of a
customer management structure from a company owner to Engineers and Production staff.
escalated levels.
- Ability to build and maintain efficient working relationships.
- Desire to learn new skills and technologies quickly.
- Analytical mind with problem solving skills.
- Excellent written and verbal communication skills.
- Good organisation skills.
- Ability to work alone and be self motivated.
- Be a pro-active and enthusiastic team player, working effectively with all company members.
- Desire to travel.
- Full, clean driving license.
- Valid passport.

**Desirable**:

- Practical knowledge of printed circuit board manufacturing.
- 1-2 years experience in an Engineering position.
- Engineering degree in Mechanical or Electrical and Electronic Engineering.

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