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About the Role

The SAAS Support Engineer provides technical support to clients, assisting with their needs and resolving issues promptly to ensure satisfaction with our software application. This role requires flexibility, including participation in an 'Out of Hours' support rota for which additional payment will be made.

Responsibilities

• Build and maintain strong client relationships and actively participate in client meetings.
• Respond to customer requests, answer questions, address complaints or concerns, and communicate respectfully and representatively.
• Identify and troubleshoot technical issues with our web-based software application.
• Escalate complex issues to appropriate team members and cross-function with other departments.
• Communicate technical issues to customers and stakeholders in an understandable manner.
• 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 Product, Sales, and Marketing teams.
• Assist in training and mentoring junior Customer Support Representatives.
• Continuously explore opportunities for Jenoptik and its customers, improving processes and creative solutions to serve client needs.
• Deliver key operational support to customers and meet/exceed SLAs.
• Monitor performance and manage parameters to provide fast response.
• Successfully obtain security clearance and vetting.

Requirements

• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Passion for customer service.
• Successful security clearance and vetting is mandatory for this role.

Skills

• 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.
• Grounded understanding of SQL Databases and query building.
• Cloud platforms & Server build experience.
• Knowledge of PowerShell scripting.
• Advanced fault diagnostics and problem-solving skills.

Location

• Office based – Chester House, Farnborough

Work Type

• Out of Hours support rota

Experience Level

• Experience in a customer support role.

Education Level

• Bachelor’s degree in computer science, Information Technology, or demonstrable experience of working within this field.

Benefits

• 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