Customer Success Engineer - (Tier 3)

Ideagen; East Midlands; Hybrid; GBP 60,000 - 80,000; Full time

Job description

Role Purpose

Location - Ruddington, Nottinghamshire

Department - Customer

Function - Support

Working pattern - Hybrid, three days a week at HQ (Tuesday, Wednesday, Thursday)

Benefits - Benefits at Ideagen

DEI - DEI strategy

Salary - this will be discussed at the next stage of the process, if you do have any questions please feel free to reach out

We look after nearly 30 products in Support - In Tier 3, we primarily look after the products that have ongoing strategic value to the business, for example flagship products that have a succession or development plan, our new cloud offerings, our acquisitions of new products and our integration products.

The purpose of the role is to deliver product related functional and technical support, ensuring the needs of our customers are not only met but exceeded, be a subject matter expert for escalated Support issues within your area of expertise, provide excellent customer experience and be the “go-to person” for escalated queries from our Tier 1 and Tier 2 engineer teams.

Responsibilities

• Provide comprehensive support to our customers on the phone, email, chat or via our ticket management system Zendesk
• Take pride in the product you support, and be part of the development lifecycle as a representative from support. Feeding back any changes or important information to the lower tier teams
• Implement solutions and facilitate projects to resolve complex technical problems on remote customer sites as well as our own hosting facilities
• Provide in-depth technical support for technologies related to our products (SQL, .Net, IIS etc.)
• Provide support to areas of the business i.e., sales, project management and customer success to ensure consistency and enhance customer satisfaction
• Be the highest escalation point and take responsibility for highly technical queries from the Level 1, Level 2 Support teams and the leadership team
• Take ownership of an escalated issue and manage all relationships across the wider business i.e., development, technical services, cloud operations and project management
• Develop and maintain a deep technical understanding of our products and specialize in critical strategic products

Skills and Experience

• Previous experience working in a support or service desk environment as an escalation point - A passionate and enthusiastic approach to helping customers and delivering technical support
• Excellent organizational skills and ability to manage your own workload, where priorities may change throughout the day moving from workload to workload in an agile way
• Strong problem-solving and troubleshooting skills with the ability to explain complex technical solutions in ‘layman’s terms’, deliver information to diverse groups and focus on articulation depending on the audience
• An in-depth understanding of relational database management systems and web-based applications

About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at [e-mail]. All matters will be treated with strict confidence.

At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible or alternative working arrangements. If this is something you are interested in, please let us know during the application process. Enhance your career and make the world a safer place!