Support Engineer - Hellenic Systems Ltd UK
The Support Engineer will report into the Support Manager working as part of the Customer Support team providing an excellent service to our customers.
The Customer Support team is the main point of contact for our customers when they have any technical issues with our products. The team is responsible for logging, progressing and resolving all support calls which are received. Your focus will be to provide support for HSL products. You will also be required to support 3rd party products.
Flexibility will be required to work additional and varied hours when needed, and to stay away from home on occasion, with prior notice provided.
Travel to customer sites and other locations across the UK, including remote locations and sometimes with the need to transport kit/equipment, will be an occasional requirement of this role when supporting other teams, therefore a full, valid driving licence is an advantage.
Responsibilities & Requirements:
* Log and resolve 1st line support calls in line with our KPIs, whether this be by support portal, telephone or email.
* In line with your level of technical experience, you will also handle and resolve 2nd line support calls within agreed timescales.
* As part of your responsibilities at the 2nd line level, you will participate in a 24/7 on-call rotation, ensuring continuous coverage as part of the team.
* Accurately diagnose the support case to ensure it reaches the correct support queue communicating this to the customer, along with the Development team for resolution of bugs.
* Keep customers informed with progression of issues and provide follow up as necessary.
* Collaborate with other departments as necessary to expedite resolutions.
* Maintaining remote access, versions & support documents and customer records on CRM.
* Achieve and strive to exceed customer service standards at all times.
* Encourage feedback from our customers, recognize the changing needs of the service, and make recommendations to your line manager for improvements.
* Identify common issues to proactively support our customers through case management in our CRM.
* Assist with QA and testing of the product suite.
* Assist with remote upgrades and installations where required.
* Promote the latest products and services to our customer base.
* Proactively upgrade customer sites as and when possible whilst carrying out support cases.
* Attend and contribute to support team meetings.
Job Goals/Metrics
* Ensure that all data entered in internal systems is accurate and complete.
* Complete all support tasks in accordance with recommended/target timescales set by the Support Manager.
* Ensure that SLAs are met.
* Work towards maintaining the number of open jobs to be below the targets set by the Support Manager.
Job Qualifications, Skills & Experience:
* Ideally 18 months experience in a customer service role.
* Experience of providing telephone and remote IT support.
* Background knowledge in computer hardware (PCs, IP networks and WIFI).
* PC literate (including MS Office suite) and aptitude to pick up new software packages quickly.
* Database and SQL knowledge of advantage.
Your Personal Attributes:
* Self-motivated with a ‘can do’ attitude.
* Highly organised, and able to multi-task and manage own workload.
* Excellent interpersonal skills.
* Ability to adapt to change, and take a pro-active approach when required.
* Calm and confident nature.
* Strong relationship management, teamwork and communication.
* Determination to learn and continually develop.
* Always present a professional service and image to customers and colleagues.
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