Senior Technical Support Specialist

6 days ago


Cambridge, Cambridgeshire, United Kingdom HIRING PEOPLE Full time

Located in Cambridge or remotely with occasional travel, we offer a competitive salary of up to £40,000 plus attractive benefits. Our company values its employees and provides excellent opportunities for growth and development.

The Role

We are seeking a skilled 2nd Tier Analyst / Systems Administrator to join our team. As a key member, you will work directly with customers, third parties, and internal teams to provide top-notch support for our Salesforce-based products.

  • You will be responsible for escalating support tickets from 1st line support, identifying root causes, making necessary adjustments, and delivering clear communication to customers throughout the ticket lifecycle.
  • Maintenance of system configuration, security models, and document templates as required by customers is also part of your duties.
  • Collaboration with the internal project team to develop project documentation and configuration templates is essential.
  • A strong understanding of data models, security models, and workflows is crucial for this role.
  • Familiarity with ticketing systems such as Salesforce Case / Jira / Trello and their respective workflows/lifecycles is expected.
  • Excellent customer service skills are necessary to deliver positive outcomes for our external customers, while experience working with internal stakeholders is also valued.
  • You must be a self-motivated individual, comfortable working outside the box and happy to learn new technologies and tools.
  • Hands-on experience with data analysis and/or migration work is highly desirable.
  • Salesforce expertise is a plus, given our primary focus on the Force.com platform.
  • Experience with cloud services (AWS, Azure, etc.) and configuring them is also an asset.
  • Commercial awareness is necessary to identify when a request falls outside standard support offerings and may require chargeable work.

Benefits

  • We offer Private Medical Insurance, Life Assurance, Pension, Volunteering Days, Health & Wellbeing benefits, and social activities.

About Us

Our company, HIRING PEOPLE, prioritizes employee well-being and provides a supportive environment for growth and success.



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