About the opportunity

The primary purpose of this role is to manage client’s expectations, research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. Where required, the Technical Support Engineer will escalate and work closely with Level 3 teams (Development/IT Operations) to aid in incident resolution.

This position is initially a 12-month fixed-term contract, with the potential to transition into a permanent role for the right candidate.

Duties & Responsibilities:

1. Manage customer expectations and provide outstanding customer service for both our external and internal stakeholders. Become a trusted advisor and single point of contact for our customers
2. Effectively and accurately communicate relevant product knowledge to clients and Janison staff in a timely manner.
3. Take ownership of customer issues reported and see problems through to resolution
4. Technical troubleshooting, analysis, and diagnosis of application support issues via phone, email or chat.
5. Research issues and interface with product development, product management, and other technical teams to resolve issues
6. Ensure accurate and timely updates on tickets within the specified SLA.
7. Create and provide updated issue logs on regular basis for client meetings
8. Document knowledge in the form of Knowledge Articles upon incident resolution
9. Participate in client meetings and lead the client support meetings on Support topics
10. Coordinate with dev team for builds and releases
11. Coordinate with client and schedule deployments and perform deployments
12. Be open to rotating schedules, if required

Performance Goals & Key Performance Indicators:

1. SLA achieved % – First Response and Resolution combined.
2. Customer satisfaction.
3. On time delivery of tasks and knowledge article creation.

About you

The ideal candidate will have:

1. Excellent written and verbal communication skills (essential)
2. Basic understanding of scripting/programming language SQL, API (essential)
3. Experience in Microsoft Office Operating Systems (essential)
4. Experience in Customer Service or Service desk/call logging systems i.e. Zendesk, Jira, Freshdesk, Genesys (essential)
5. Good understanding of computer systems (hardware, software and application), mobile devices and other tech products (essential)
6. Tertiary qualifications or equivalent experience (desirable)
7. 3 years’ experience in tech support or equivalent client facing role (desirable)
8. Experience in SaaS based application support (desirable)

Next steps

If interested in the role, please apply by following the application prompts. If suitable, someone from the hiring team will be in touch with you.

*Please no external agencies*