Support Engineer Job, England

Job Summary

Support Engineer Job, England

My client is a market leading design software reseller that are expanding at a phenomenal rate. They are looking for a Support Engineer to join their support team. This person will be providing technical software support to customers via telephone, email and video/remote access. The successful candidate will be a good communicator with the ability to converse and build relationships with people at all levels of a business. Do you have an interest in IT or CAD and not sure of how to get your foot in the door of a reputable business? This is the role for you.

  • EnglandJob location
  • £23000 - £28000 per annumEstimated job salary
  • Permanent (Full-Time)Employment type
Job Description

Support Engineer Job, England

Support Engineer

Location: Homebased Role

Salary: £23,000 – £28,000

My client is a market leading design software reseller that are expanding at a phenomenal rate. They are looking for a Support Engineer to join their support team. This person will be providing technical software support to customers via telephone, email and video/remote access.

The successful candidate will be a good communicator with the ability to converse and build relationships with people at all levels of a business. Do you have an interest in IT or CAD and not sure of how to get your foot in the door of a reputable business? This is the role for you.

Roles and Responsibilities

  • Providing a high standard of pre and post-sales support of software and software services to customers and colleagues using effective oral and written communication
  • Manage the resolution of customer support cases relating to the intended use of the software portfolio ensuring that outcomes are communicated clearly to each customer
  • Producing technical mixed media collateral to assist in the provision of support
  • Manage the liaison with and escalation to internal and external resources when required to resolve a customer support case
  • Liaising with suppliers and product vendors in order to advise customers and colleagues on design solutions and escalate support issues
  • Providing advice on deployment, installation, configuration of the software portfolio
  • Organising technical information whilst liaising directly with the customer to develop solutions
  • Being an ambassador during all customer interactions and acting as a role model for the behaviours which will develop the business into a truly service orientated business
  • Carrying out any other ad-hoc duties within your capabilities that are relevant to the job and reasonably requested of you by your manager
  • Conduct web demonstrations of products as required by line manager
  • Assist sales team and customers with advice on correct products and training courses
  • Produce regular blog posts, Videos, White papers and FAQs in line with objectives set by line manager

The Ideal Candidate

  • Determines and delivers the best solution to meet the customer needs
  • Customer Service Experience
  • Interest in IT and/or CAD
  • Understands customers’ requirements, fulfils specific needs when requested.
  • Is courteous, helpful and approachable to customers.
  • Seeks to understand the needs and concerns of customers.
  • Strives to exceed customers’ expectations.
  • Demonstrates a high level of care and attention to detail.
  • Observes agreed standards and best practice procedures.
  • Communicates confidently and assertively at all levels.
  • Uses effective questioning and active listening skills.
  • Plans and monitors own work to achieve priorities.
  • Demonstrates sound judgment when making decisions and decisions reflect both technical and commercial considerations.