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Customer Technical Support Engineer

Job Title: Customer Technical Support Engineer
Contract Type: Permanent
Location: London, England
Industry:
Salary: £35000 - £45000 per annum
Start Date: ASAP
Reference: CTEKT
Contact Name: Kat Thorpe
Contact Email: kathryn.thorpe@handle.co.uk
Job Published: January 17, 2018 17:50

Job Description

Customer Technical Support Engineer

Circa£35,000 - £45,000

Handle are currently working with an innovative and vibrant tech startup in the Marketing-Tech Industry.

Their product is an amazing software as a service platform enabling clients from retail to plan and monitor cross-channel digital insights. They have partnered with some huge names in retail and are now successfully implementing and customising the product.

To continue their successes they are now in need of a Customer Technical Support Engineer to work directly with their Director of Customer Support. You will be responding to technical Tier 1 and Tier 2 support queries in relation to the SaaS Platform and dealing directly with customers.

As the Customer Technical Support Engineer, you will bridge the gap between Customer Support & Engineering team. You will be the first line of contact for customer and internal support queries.

This is a technical role so you must have some experience working with API's, Data Sets, SQL or HTML.

Ideally, you will have come from a similar Software as a Service environment working with an internal Ticketing System responding to technical queries.

Experience of Customer Technical Support Engineer:

-You will have had to have worked in a Customer facing technical support role previously

-Have worked with similar Software as a Service Platforms with some exposure to Engineering support queries

-Experience responding to Tier 1 & Tier 2 support queries

-Knowledge of working with one or more Ticketing Management Platforms

-Responding to Technical Support Queries within pre-set SLAs

Key Responsibilities of Customer Technical Support Engineer:

-Learn & understand the marketing-tech Platform

-The first point of contact for Customer Technical queries and internal queries in relation to the platform

-Resolve complex queries relating to API Integration, Data Sets & HTML Templates

-Escalate & Identify software bugs to the Engineering team

-Bridge the gap between Customer Support & Engineering Team

This is an urgent role so do get in touch with Kathryn.Thorpe@handle.co.uk / 02075699981 ASAP for if you are interested in discussing this further.

PLEASE NOTE: Due to the high volume of applications we receive we are unable to respond to everyone. If you have not heard from us within 5 working days of sending your CV then unfortunately you have not been shortlisted for the position you have applied for.