Customer Support Engineer - Intelligent Automation

Salary £33- £35k

Home based - once a month in the office Milton Keynes

Must have lived in the UK for the last 3 years due to NPPV3 check

The primary purpose of the Customer Support Engineer is to provide responsive and highly proficient support in Intelligent Automation.

The role involves:

• Acting as the first point of contact for triaging and progressing customer incidents, problems, and service requests from notification to resolution.
• Working in a technical capacity to diagnose and resolve issues, and mentoring customers on diagnosing issues on their low-code applications.
• Liaising with other resolver groups to ensure adherence to contracted Service Level Agreements (SLAs) and Key Performance Indicator (KPI) targets.
• Delivering exceptional customer service to ensure a positive customer experience.

This position demands a strong blend of technical expertise, critical thinking, and customer service skills to effectively address and resolve customer issues through both written and verbal communication.

The role is part of a virtual Service Desk and responsible for being the first line of contact for triaging and progressing customer incidents, problems and service requests from report to resolution. The role requires you to work in a technical capacity to resolve issues and mentor customers on their applications.

Other Key Responsibilities

• Respond to events detected by remote monitoring and incidents reported to service desk by customers.
• Minimise the impact of incidents by accurately diagnosing faults and provide resolutions to problems within the stated SLA.
• Carry out technical investigations by researching knowledge bases, replication on test systems, log captures, monitoring, and real-time event views as required.

.• Engage with other resolver groups as required to find solutions, whilst retaining problem ownership.

• Fulfil service requests to administer system changes and further configurations.
• Respond to requests for technical information on product features, configuration and operation.
• Fulfil deployment of software hotfixes or system upgrades as required to maintain systems to include both the latest features and maintenance fixes. These may require working outside of business hours.
• Log and maintain a full record of all activities on the progression and resolution of customer faults and planned changes in the service management system in accordance with the local work instructions.
• Review and update case assignments and priorities in collaboration with colleagues.
• Contribute to the shared knowledge held within the service knowledge management system by creating and enhancing documents to supplement product configurations and processes.
• Occasional customer and company premise site visits may be occasionally required.
• Possible out of hours work for customer escalations raised via monitoring.

Essential Skills and Knowledge

• Data manipulation.
• Building forms and/or data models.
• Analytical thinking.
• Understanding of software testing.
• Be able to work in a technical customer facing role with professional telephone manner supported by well written communications.
• Able to assess incidents calmly and logically, adapting to the customer’s situation and responding appropriately.
• Demonstrate excellent communication skills (oral and written) in order to communicate effectively with our customers and with colleagues in a timely manner.
• Operate as a flexible, positive, self-motivated team player with a ‘Can-Do’ attitude.
• Show professional integrity taking responsibility for problems and mistakes, rectifying them accordingly.
• Be able to prioritise a dynamic workload, demonstrating good organisational and administrative skills.
• Show a methodical approach to work by developing, documenting and following procedures and seeing tasks through to completion.
• Work effectively and efficiently, drawing on the expertise among the team in a timely manner.
• Collaborate with cross-functional teams to contribute to product improvements based on customer feedback, recurring issues and operational enhancements.
• Provide guidance and mentoring to customers.

Desirable Skills and Knowledge

• Coding and Scripting
• Low Code platforms
• Intelligent Automation
• JavaScript and/or Python
• CSS
• API’s
• Relational databases
• Process mapping
• Knowledge of ITIL or ideally hold ITIL Foundation certification would be advantageous.

Job Types: Full-time, Permanent

Pay: £33,000.00-£35,000.00 per year

Benefits:

• Company pension
• Work from home

Schedule:

• Monday to Friday

Application question(s):

• Have you lived in the UK for the last 3 years?
• Are you happy working from home?
• Are you able to get to commute to Milton Keynes once a month?
• Have you worked with Intelligent Automation before?

Experience:

• Technical Support: 2 years (required)

Work authorisation:

• United Kingdom (preferred)

Work Location: Hybrid remote in Oxford, Oxfordshire

Reference ID: Customer Support Engineer - AS