Technical Support Engineer in Edinburgh, City of Edinburgh, United Kingdom

CareerBuilder Direct Employer

Technical Support Engineer

We are looking for a Technical Support Engineer to join our Support team. This role consists of supporting internal and external clients via CRM through phone and email communication. These agents are responsible for troubleshooting software and integration issues as an individual and collaborating with various levels of Support and Development to provide quality, timely customer service and deliver resolutions as a single point of contact for all clients.

Technical Support Engineer Major Responsibilities/Activities:

  • Perform basic technical troubleshooting within the proprietary software to identify root-cause through researching, testing, and replicating issues reported with a focus on the tactical and strategic impact to the customer.
  • Tracks customer interactions 100% to keep accurate records of impact for future growth of team.
  • Collaborate with other team members and Tier 2 on resolutions as necessary.
  • Effectively prioritize and escalate tickets to Tier 2 with detail and supporting documentation, ensuring that service level agreements are met.
  • Clearly communicate updates on case or resolution in non-technical language directly with customers in writing or via phone.
  • Identify opportunities to educate customers on how to better use the system tools and increase utilization.
  • Act as a technical consultant to ensure customer’s application fosters an efficient workflow.
  • Fulfill standard to intermediate system configuration requests.
  • Basic working knowledge of APIs, Web Services, and other integration methods with all CareerBuilder products and third parties.
  • Improve Self-Service offerings by authoring and reviewing Knowledge Base articles and other training content.

Technical Support Enginee Job Requirements:

  • Bachelor’s Degree in Computer Science or related field, or equivalent experience.
  • 2-4 years of experience in software application support or service organization.
  • Analytical mindset with the ability to solve complex issues
  • Strong verbal & written communication skills
  • Strong technical aptitude
  • Effective customer handling skills
  • Ability to adapt to frequent change
  • Intermediate understanding of web development technologies (HTML, XML, XML, CSS, MYSQL, PHP, JavaScript)
  • Ability to fulfil basic to intermediate system configuration requests
  • Working knowledge of SalesForce.com or similar CRM system preferred
  • Able to build lasting relationships with internal and external clients
  • Requires the ability to adhere to a structured work schedule with rotating shifts and efficiently self-manage work time.

What we offer in return:

  • 33 days holiday including bank holidays, rising by 1 day per year of service up to 38 days;
  • Group Pension Scheme;
  • Annual Bonus;
  • Life Cover;
  • Private Medical Insurance;
  • Insurance for Business Travel;
  • Wellness Benefit;
  • Dental Insurance (reimbursement up to £150 per calendar year);
  • Vision Insurance (reimbursement up to £150 per calendar year);

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