IT/Software/Computer Engineer/Programmer Job

Date Posted:9/April/2014 

 

Job Details:

Title: Technical Software Support Reading

Location: England

Degree Holder: IT/Software/Computer Engineer/Programmer

Salary Range: 20000-30000

Experience: St least 2 years of experience

 

Job Description:I have a new role for a talented, academically astute Technical Support Engineer to join a global powerhouse in Reading. This role would suit a strong graduate with a result of at least a 2:1 who has perhaps studied a 4 year degree course with a placement year focused on either IT Support/Software Support/or even programming. Alternatively, the role would suit a graduate who has a few years commercial experience within an IT Support environment.
Job Role:

• Field Customer Support Tickets from customers within the EMEA region.
• Ensure accurate records of service recommendations are written to the CRM during service provision.
• Liaise internationally with other CSRs and also Technical Account Managers (TAMs) to report on issues and the service relationship with mid-tier and upper tier merchants.
• Coordinate the international escalation of service issues across time zones to ensure timely resolution of client issues and to optimise service continuity.
• Liaise with Account Managers and the senior management team to provide optimal service to our merchants and share the ownership of the service relationship with the merchant.
• Configure our systems to allow client accounts to enable effective payment processing using our services.
• Troubleshoot client technical issues with our service and provide resolution to our merchants or alternatively escalate issues to the appropriate entity internally.
• Answer internal enquiries directed toward the support team of a technical and account related nature.

Experience and skill set requirements:

• Proven ability to assimilate a technical discipline. The successful candidate will have demonstrated having attained proficiency of a technical area equivocal to macro writing, operating system configuration or reports generation.
• General IT literacy is a must although it must be stressed that this is a software services support position rather than an IT Support post.  Therefore working knowledge of a Programming language e.g. C++, C#, VB or .Net, Java, ASP is required
• Outstanding troubleshooting skills. The successful candidate will be able to demonstrate a problem solving mind set and approach.
• Excellent communication skills. Specifically the ability to remain calm and work amid external criticism & complaints to re-introduce customer confidence and satisfaction levels. The ability to adjust unrealistic client expectations while maintaining and improving the business relationship.
• The ability to work under pressure while maintaining the drive for service quality.
• The ability to deal with internal and external customers at all business levels.
• Graduate caliber and intellectually curious

CPL Contact:
To apply or for further information, please contact Neil Corrigan +44 28 9072 5610 or email your CV to neil.corrigan@cpljobs.com
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