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Junior Customer Success Engineer

2 months ago

SouthendonSea, United Kingdom Ventrica Full time

Junior Customer Success Engineer

What are the r esponsibilities?

Assist in implementing client solutions using Zendesk and other contact centre software as needed.  Contribute to defining technical project requirements in collaboration with team members and stakeholders across the business.  Troubleshoot client issues, document findings, and execute technical solutions with the support of the IT team.  Work closely with the business to deliver requirements and resolve issues within the agreed timeline.  Prepare, update, and manage technical and business documentation.  Establish and maintain professional relationships with clients, while effectively managing technical project materials.  Develop and present Proof of Concept builds to support the introduction of new functionality and pre-sales processes.  Ensure customer satisfaction by improving customer experience (CX) and reducing employee effort.  Present technical solutions and product updates to clients as required. 

What key skills do I need?

Required:  

Ability to quickly learn new technologies and products using documentation and online resources.  Demonstrates a methodical approach to problem-solving and troubleshooting, with the ability to identify, analyse, and resolve technical issues efficiently and effectively.  Ability to understand business processes and assist in translating business requirements into application functionality. Must be able to effectively communicate with non-technical collaborators.  Strong personal workload management and organisational skills.  Excellent communication skills, both verbally and in writing. Must be able to explain technical concepts to non-technical individuals.  Ability to build and improve relationships across the company and with clients.  Strong customer service skills, with a focus on improving customer experience and satisfaction.  Ability to present to clients and stakeholders effectively. 

Desirable:  

Prior experience in a junior Implementation Engineer or technical Customer Service role.  Some experience configuring/implementing Zendesk or similar case management software (Gorgias, Freshdesk, HubSpot, ServiceNow).  Interest in AI/Chatbots.  Familiarity with REST APIs, JSON, Web Services.  Basic knowledge of any of the following languages – JavaScript, NodeJS, C#.  Familiarity with software development methodologies.  Basic understanding of designing solutions that align with the overall solution architecture. 
 

The successful applicant will need to complete training and pass vendor exams over the initial 3 months of starting the role.   

What are the working hours?

Monday - Friday, 9am until 5:30pm 

What is the contract?

Ventrica is offering a permanent contract for this opportunity 

Where will I be based?

This position requires you to be office based. Therefore you will need to live within a commutable distance to our offices in Southend-On-Sea

Who are Ventrica?

Ventrica is a forward-thinking, fast-growth customer management business that provides outsourced customer service for an array of blue-chip brands. In 2022 we were awarded Gold for Most Effective Application of Technology, and Silver for Outsourced Contact Centre of the Year at the prestigious European Contact Centre & Customer Service Awards. We were also awarded Gold for Manager of the Year, and Silver for Head/Director of the Year at the UK National Contact Centre Awards.