Technical Service Specialist

SAAS Support Engineer

Role Description:

The SAAS Support Engineer is responsible for providing technical support to our clients. Successful candidates will be responsible in assisting our clients, supporting their needs, and resolving issues in a timely and effective manner, ensuring their satisfaction with our software application. This role requires a flexible approach; our clients’ needs will not always neatly fit into the working day. Candidates for this role must be prepared to fulfil an ‘Out of Hours’ support rota with other members of the SAAS team, for which additional payment will be made.

About You:

The ideal candidate should have excellent communication skills, be able to work independently and to tight timescales while managing multiple tasks and prioritising effectively. We are looking for highly motivated individuals with a passion for customer service, to work alongside our Technical Support and Customer Service teams to continuously help improve the way we work, in serving our clients’ needs and delivering a quality service.

Candidates and will be required to successfully obtain security clearance.

Location:

Office based – Chester House, Farnborough

Core Responsibilities:

• Build and maintain strong client relationships and actively participate in client meetings.
• Respond to requests from customers, answer questions, address complaints or concerns, and communicate in a manner that is both respectful and representative of the company.
• Identify and troubleshoot technical issues with our web-based software application.
• Escalate complex issues to the appropriate team members and cross-function with other departments.
• Communicate technical issues to customers and stakeholders in a way they'll understand.
• Share feature requests and effective workarounds with team members, to proactively identify and address potential barriers to effective working.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Gather customer feedback and share with our Product, Sales, and Marketing teams.
• Assist in training and mentoring junior Customer Support Representatives.

• Continuously exploring opportunities for Jenoptik and its customers, improving processes and creative solutions to serve client needs.
• Delivering key operational support to customers and meeting, exceeding SLAs.
• Monitoring performance & managing parameters to provide fast response.
• Successful security clearance and vetting is mandatory for this role.

Desired skills and experience:

• Bachelor’s degree in computer science, Information Technology, or demonstrable experience of working within this field.
• Experience in a customer support role.
• Familiarity with multiple technologies, including networking, Data Center, Security and Cloud.
• Familiarity with web technologies and knowledge of HTML, CSS, JSON, IIS.
• Experience with network configuration and architecture – Layer 2/Layer 3 Switching/Routing, TCP/IP and VPN
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Passion for customer service.
• Grounded understanding of SQL Databases and query building.
• Cloud platforms & Server build experience.
• Knowledge of PowerShell scripting.
• Advanced fault diagnostics and problem-solving skills.

Note: the post holder may also be asked to support and undertake other related duties not listed in this Job Description from time to time according to the needs of the business.

Contact:

Name: Sarah Overman

Mail: sarah.overman@jenoptik.com

Phone: 000

Our benefits inculde:

• 27 Days Annual Leave + Bank Holidays
• Private Healthcare
• Profit Share Scheme
• Annual Leave Purchase
• Enhanced Maternity & Paternity
• 6% Employer Pension Contribution
• CSR Day
• Benefits Hub
• C2W
• Electric Vehicle Charging Points
• Income Protection
• On-site Showers
• Death in Service
• Free Parking
• Summer & Christmas Social Events