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.