As an Application Support Engineer, you will be an integral part of our technical support team, responsible for ensuring the seamless functioning of our software applications.
Client Details
An award-winning delivery management software provider.
Description
As an Application Support Engineer, you will be an integral part of our technical support team, responsible for ensuring the seamless functioning of our software applications.
This is a client-facing role, and you will need to demonstrate excellent interpersonal skills, a good telephone and email manner as well as attention to detail in the conduct and conclusion of client support issues. You will provide expert assistance to clients, troubleshoot technical issues, and collaborate with cross-functional teams to deliver exceptional customer service.
Responsibilities:
Technical Support and Issue Resolution:
- Deliver prompt and effective technical support to clients via various channels, including email, phone, and ticketing system.
- Investigate and diagnose reported issues, identifying root causes and implementing timely solutions to minimize downtime and ensure optimal performance.
- Maintain a deep understanding of the organization's software applications, including their functionality, architecture, and integration points.
Communication and Documentation:
- Communicate technical concepts and solutions clearly and concisely to both technical and non-technical stakeholders and customers, ensuring a high level of customer satisfaction.
- Maintain open and transparent communication with end-users, team members, and stakeholders regarding application-related issues and resolutions.
- Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support.
- Maintain accurate and up-to-date documentation of support processes, troubleshooting steps, and resolution outcomes.
Collaboration and Continuous Improvement:
- Collaborate closely with development teams to escalate and prioritize bug fixes, feature requests, and product enhancements based on client feedback.
- Proactively identify opportunities for process improvement and contribute to the enhancement of support tools, systems, and procedures.
- Problem Management - continually review root cause of tickets to identify and implement changes and process improvements to eradicate repeat issues
User Support and Customer Training:
- Respond to support requests from end-users, addressing technical issues, troubleshooting problems, and ensuring timely resolution.
- Collaborate with the team to ensure excellent customer service and user satisfaction.
- Provide training and guidance to clients on utilizing our software applications effectively, empowering them to maximize their usage and derive maximum value from our solutions.
Security and Compliance:
- Ensure compliance with data security and privacy regulations to protect sensitive data within the applications.
Profile
To be success full within this role it is imperative you have a good understanding of the below;
- Experience in supporting and administering MS SQL Databases, C# .NET applications
- Proven experience in application support, with a track record of troubleshooting and resolving complex technical issues.
- Solid understanding of database systems (SQL, MySQL, etc.) and web technologies (HTML, CSS, JavaScript).
- Proficiency in using support tools, incident ticketing systems, and knowledge base platforms to agreed SLA's
- Excellent analytical and problem-solving skills, with a keen attention to detail.
- Outstanding communication and interpersonal skills, with the ability to effectively interact with diverse stakeholders.
- Customer-focused mindset with a passion for delivering exceptional support and exceeding client expectations.
- Ability to thrive in a fast-paced, dynamic environment and work well both independently and collaboratively within a team.
- Knowledge of IT security principles and practices.
Job Offer
A permanent opportunity to join a growing team. The salary range is £30,000 - £35,000 per year.
Other benefits included with the offer;
- Full private health insurance with no excess through our healthcare partner, Vitality Health
- BUPA Dental Insurance
- 23 days holiday, rising to 26 days per year's service + all UK Bank Holidays
- Employer pension contributions up to 10%
Interviews are scheduled to take place next week Thursday so please apply if this is for you!