Our client is a highly successful and innovative Global Software company looking to add to its growing UK based Technical Support team with experienced support professionals.
We are looking for dynamic and experienced 2nd Line Support Engineers with exceptional focus on quality customer support and good knowledge of running SQL Server queries.
Provide escalation ownership of support cases with appropriate customer engagement and response against reported support requests. Ensuring appropriate next steps expectations and progress towards resolution. Provide trusted resource mentor to 1st Line support engineers.
" Review provided case data and current investigation path clarifying with the customer where required and taking appropriate action.
" Updating support cases with appropriate technical steps and customer conversations ensuring appropriate documentation for issue tracking
" Maintain Knowledge Based articles alongside support case management as required to share knowledge.
" Work across the CSO org to ensure the best possible customer solution/outcome
" Ensure appropriate internal and external communications and action plans are present in case at all times including steps to resolve.
" Provides technical training/mentor to other support teams to reduce time to resolution given their knowledge and experience level.
" Experience running SQL Server queries with confidence to configure where needed
" Ability to handle and progress complex technical issues
" Ability to convey complex technical issues to a non-technical audience
" Self-motivated to network with wider organisation to architect solutions
" Proficient in English and local language skills where appropriate
" Ability to view technical issues from a customer viewpoint
" Database related qualifications highly desirable