Job Description

Office Locations: United Kingdom (Remote)

Technical Support Engineer

We are looking for a Technical Support Engineer to join our Support team. This role consists of supporting internal and external clients via CRM through phone and email communication. These agents are responsible for troubleshooting software and integration issues as an individual and collaborating with various levels of Support and Development to provide quality, timely customer service and deliver assistance and situational product training and advice to a single point of contact for all clients, as well as collaborating with the Product Development team to develop standardized support processes for new products.

Major Responsibilities/Activities:

• Perform basic technical troubleshooting within the proprietary software to identify root-cause through researching, testing, and replicating issues reported with a focus on the tactical and strategic impact to the customer.  

• Tracks customer interactions 100% to keep accurate records of impact for future growth of team. 

• Collaborate with other team members and Tier 3 on resolutions as necessary. 

• Effectively prioritize and escalate tickets to Tier 3 with detail and supporting documentation, ensuring that service level agreements are met. 

• Clearly communicate updates on internal tickets or resolutions in both technical and non-technical language directly with single points of contact for presentation to our clients in writing or via phone. 

• Identify opportunities to educate customers, both internal and external, as well as members of Tier 1 on how to better use the system tools and increase utilization. 

• Act as a technical consultant to ensure customer’s application fosters an efficient workflow.
• Instruct Tier 1 on fulfilling standard to intermediate system configuration requests.

• Basic working knowledge of APIs, Web Services, File Transfer Protocols, Databases, Robotization/Automation of manual processes and other integration methods with all CareerBuilder products and third parties. 

• Improve Self-Service offerings by authoring and reviewing Knowledge Base articles and other training content 

Job Requirements:

Job Requirements:

• Bachelor’s Degree in Computer Science or related field, or equivalent experience. 
• 2-4 years of experience in software application support or service organization. 
• Analytical mindset with the ability to solve complex issues 
• Strong verbal & written communication skills in English
• Strong technical aptitude 
• Effective customer handling skills 
• Ability to adapt to frequent change 
• Intermediate understanding of web development technologies (HTML, XML, JSON, CSS, MYSQL) 
• Ability to fulfil basic to intermediate system configuration requests  
• Working knowledge of SalesForce.com or similar CRM system preferred
• Working knowledge of Atlassian products (JIRA, Confluence, Slack) preferred
• Working knowledge of Agile software development cycle preferred
• Able to build lasting relationships with internal and external clients
• Requires the ability to adhere to a structured work schedule with rotating shifts and efficiently self-manage work time.

Benefits and Perks

TSR ID: 002761