Job Description

Role specifics

• Salary range: £32,000 per annum
• Reporting to: Support Team Lead
• Key stakeholders: Product team, Tech team, Professional Services team
• Organisational Framework Level: 2 – Technical Contributor

About you/ Job Summary

As an Application Support Engineer, you will be comfortable engaging with customers via telephone, email, or a case management system such as Salesforce – providing the right solutions to customers' issues. You will thrive in a fast-paced environment and be an expert at time management, ensuring the timely execution of all tasks and deadlines. You will champion improvements that will increase customer satisfaction, manage escalations and collaborate with other team members to minimise service disruptions, reducing downtime.

This position will be working from 2-10pm Monday to Friday as part of our ongoing commitment to support our customers on a 24/7 basis.

Key Accountabilities

• Provide first-line customer support via our case management system, email, and telephone and be the SME for first-line resolution of complex cases
• Contribute to quarterly reviews with Enterprise customers to talk through software utilisation, upcoming releases, and ticket trends
• Liaise with customers to understand and investigate issues raised, responding promptly with an appropriate resolution or escalation
• Support the Customer Success Managers with any support-related queries
• Become a subject matter expert on the Clue application
• Monitor the support inbox for new tickets, provide first contact resolution or triage accordingly
• Build excellent customer relationships
• Lead bi-weekly calls with our Enterprise support customers to review their outstanding tickets
• Contribute to continuous improvement across support services
• Record up-to-date and accurate information on our case management system, communicate updates and work with the support teams to resolve customer tickets within agreed SLA’s

Key role measures

• Customer satisfaction via Net Promotor Score from customer surveys
• Customer ticket response and closure KPI’s
• Meeting customer service level agreements
• Levels of resolved / unresolved support related issues

Experience and skills

Our ideal candidate would have experience in the following areas:

• Ability to achieve security clearance
• Minimum 2 years in an application support role
• Experience of excelling in a fast-paced environment
• Experience with Salesforce ticketing system or similar
• Experience with deployment tools such as Octopus or similar
• Experience of Azure (primary) AWS (secondary) cloud services and technologies
• Experience of .SQL server, however desirable if additionally .NET, visual studio, as well as with C#, ASP. NET Core and Javascript.
• Experience using monitoring and analytical tools such as AppInsights and devtools. Experience with Dynatrace would be advantageous.
• Experience with SQL databases, writing queries and scripting
• Experience in software testing, and/or troubleshooting is desirable
• Good understanding of ITIL best practice is desirable
• Diversity, Equity and Inclusion
• If you’re excited about this role but your experience doesn’t align perfectly, we encourage you to apply anyway and tell us more about yourself. You may be just the right candidate for this or other roles.
• We believe that seeing the world from all sorts of angles makes life better for all. We want you to know that the things that make you an individual, like your identity, age, ethnicity, religion, ability and background, are things that we choose to celebrate and support.
• We are a scale-up company, and as we continue to grow, we are passionate that having a diverse, inclusive and authentic workplace will remain at our core. We are creating an inclusive environment where our people can thrive.
• Our values are aligned and at the heart of everything we do. We are respectful, united, rigorous, relentless and ethical.