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Tier 2 Technical Support/Application Support Engineer

  • Location: London
  • Sector: Technology + Project Management
  • Salary: £24000 - £34000 per annum
  • Job type: Permanent
  • Date posted: 31/05/2018
  • Job reference: MM - 4672
This vacancy has now expired.

Immediate Start - Excellent opportunity and challenge!!

My client who is a highly successful global unified communications solutions organisation is looking for an experienced 2nd/3rd Line Technical Support/Application Engineer to join a team of professional and friendly team who support their cloud based virtual call centre solutions

Technical Support is the first point of escalation for their customers after Customer Support and they in turn can escalate issues to Development or Infrastructure.

They get involved in helping customers to configure their cloud based call centre solutions, deal with number porting, understanding and running reports as well as finding and documenting bugs in the platform.

Their primary role is to get to the root cause of the problems that customers are experiencing by being able to work out if the issue is on their platform (and if so how/where in the application stack) or their own set -up or network.

Their product is a self-serve solution that is much easier to understand and configure than more traditional PBX based call centre solutions and complex solutions.

The ideal candidate will be someone who is passionate about providing the highest levels of support and help that they can. You must be curious and have a genuine interest in the world of SQL & MySQL and have the ability to communicate effectively in writing and orally, speaking to customers, building relationships. We are only interested in people who are willing to stand up and be counted and who want to make a positive contribution.

Key Responsibilities and Accountabilities:

  • Trouble-shooting, problem resolution and getting to the bottom of challenging technical/performance related issues
  • Responding to customer queries & requests via phone, Salesforce ticketing system
  • Regularly communicating with customers & internal departments regarding status of tickets and updating tickets accordingly.
  • Liaising with colleagues and third parties to gather information and resolve issues in a timely & efficient manner.
  • Troubleshooting problems for first time resolution of issues, wherever possible
  • Identifying and escalating priority issues to Development or Infrastructure.
  • Assisting colleagues in Customer Support with technical issues
  • Calling Customers to confirm successful issue resolution (E.G. bug fixes).
  • Maintaining the accuracy and completeness of all recorded data.
  • Ensuring compliance with external regulations & internal policies/procedures
  • Effectively building and managing relationships with customers both internally (e.g. Sales) and externally (resellers and end users).
  • Knowledge Base management: Creating/updating articles & Knowledge sharing / mentoring


Desirable Skills & Experience

  • Web applications & client-side debugging is a non-negotiable/must have.
  • Exposure to web APIs would be an advantage
  • Experience within a Support Team in telecommunications or related sector
  • VoIP signalling protocol, SIP, (Asterisk, freeswitch or similar)
  • Must be able to show a good level of SIP network protocol to some degree.
  • Experience In Computer Networking TCP/IP and SIP
  • Exposure with Linux command line
  • Competent with SQL & MySQL
  • Some experience with PHP and Javascript would be an advantage but not is essential.
  • Ability to evaluate, troubleshoot, & follow up on customer issues as well as replication & documentation for further escalation to the Development team
  • Experience working with a ticketing system such as, SalesForce Jira, etc.
  • Understanding of the way in which call centres operate call centre solution

Qualifications:

  • Degree in Computer Science/Computer Networks or related
  • CCNA Certified or equivalent
  • 2+ years experience in technical support role would be ideal

Personal Specification:

  • Ability to remain calm under pressure, multitask and also to project confidence when problem solving.
  • An ability to assess each customer request and accurately prioritise the issue.
  • Able to handle challenging customers & issues customers.
  • Ability to think logically.
  • Good attention to detail.
  • Excellent analytical and problem-solving skills.
  • Good understanding of the Microsoft office product suite.
  • Excellent interpersonal and customer care skills.
  • Accurate and clear record keeping.
  • The ability to work unsupervised when needed.
  • Excellent level of written and verbal communication.

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