Address Job Information
Industry
Technology
Work Experience
4-5 years
Salary
£40000
City
London
Province
Greater London
Country
United Kingdom
Postal Code
EC1A
Job Description
We are working with a fast-growing, multinational software company who help some of the world’s largest companies decide what infrastructure to invest to maximise resources and money, through the use of their data analytics and optimisations tools.
They’re looking for a proactive Product Support Analyst, who enjoys the challenges of handling customer support in complex IT and business environments, coordinating client upgrades, writing support documentation, and leading training sessions. As a dedicated Support Engineer in their European team, you’ll become an expert with their product and cloud set up and help respond to customer queries and support issues.
You will be open to handling varied support requests from both clients and internal users and be the go-to team member for solving technical problems.
You’ll be joining a growing European team based across the U.K. Spain, Netherlands, France, Germany and Denmark and be a part of a wider global support team.
Key responsibilities:
Handle customer questions and requests for English and German speaking clients
Understand the functional aspects of their software and how it supports their customers’ business processes
Coordinate upgrade efforts, working with clients to gather requirements, write specifications, and developing test scripts
Act as the bridge between the client and the release team during client upgrades, including handling coordination, preparing test scripts, and liaising with internal extension and delivery teams.
Participate in monthly calls with customers to discuss and follow up on ongoing questions, enhancement requests and business needs
Delivering internal product training to new staff
Requirements
2+ years in a support environment working with complex enterprise software applications
Competent level of Excel for data manipulation, with strong analytical skills and the ability to identify trends and commonalities across large numbers of incidents
Experience working with a software development teams (familiarity with bugs, features, release cycles, deployment, branching, etc.)
You’re a great communicator, both verbally and written and business fluent in English and German
You’re comfortable presenting. You enjoy delivering training material to internal and external audiences; hosting monthly check-in calls with customers.
You’re multi-talented with flexibility and willingness to handle a wide variety of tasks
You’re naturally curious and passionate about learning new information
You enjoy troubleshooting and can get to the root causes in complex IT environments
You’re proactive and feel comfortable working remotely
Benefits
The company offer an excellent benefits package including:
Salary - £30,000 to £40,000 per year
25 days holiday (plus public holidays and close down between Christmas and New Year)
Flexible and fully remote working
Healthcare
Company bonus
Share options scheme
Strong career progression opportunities
