Our client, who develops cost-effective database systems, is seeking a full time, permanent Business Support Engineer.  Your role will be to deliver excellent service to their customers and duties will range from sorting a simple problem, like a forgotten password, to more complex issues.  You will be expected to work to tight deadlines and will need to provide rapid solutions to problems that may encountered.

Main Duties and Responsibilities:

  • Taking incoming support calls from customers
  • Monitoring all incoming support emails
  • Analysing customer issues, diagnosing/resolving where possible
  • Escalating the issue for assistance from the Development Team if required
  • Replying to customers with a solution to their issue
  • Maintaining a log of all support issues in Salesforce
  • Monitoring open issues in Salesforce to ensure they are responded to quickly
  • Closing issues when they have been resolved
  • Installing/customising applications for new customers
  • Testing bug fixes released by the Development Team before delivery to customers
  • Maintaining the company website, ensuring it is kept up-to-date

Special Requirements:

  • Previous software support experience (an advantage)
  • Good PC/internet knowledge
  • An understanding of the software development process
  • An understanding of Programming/Windows/Databases/Web servers (an advantage)
  • Bachelor’s degree in IT or scientific subject
  • Good knowledge of written/spoken English with excellent communication skills
  • A hands-on, enthusiastic attitude, quick to learn and with good judgement skills
  • The ability to work as a team and as an individual
  • The ability to work under pressure and to tight deadlines
  • A tactful/diplomatic nature, ensuring a good working relationship with customers is maintained
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