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    Customer Support Engineer - London, United Kingdom - Aria Systems

    Aria Systems
    Aria Systems London, United Kingdom

    1 week ago

    Default job background
    Full time
    Description

    Position Summary

    Reporting to the Customer Support Manager, you are responsible for functional, technical and application support of the Aria Billing Cloud platform and the associated third-party integrations. Servicing our clients, business partners, and internal staff, you are responsible for researching and resolving application related issues, investigating functional inquiries, assisting in the design and validation of workflow sequences, and addressing related trouble tickets with wide-ranging, relevant solutions in a timely manner, thereby ensuring customer satisfaction, renewability and referenceability.

    You are involved in the complete customer lifecycle, working closely with Implementation Service Managers, Customer Success Managers and Sales Engineers to provide technical and functional support for prospects and implementing clients, and providing high quality, comprehensive service to the production client base.

    You also work closely with the Engineering Team and participate in sprint reviews, documentation reviews, program management planning and enhancement request delivery.

    The position requires strong communication skills, both verbal and written, excellent customer service skills, demonstrated problem solving skills with the ability to research , respond, and resolve customer issues/inquiries of moderate complexity, the ability to translate customer functional requests into system requirements and/or enhancement requests, familiarity with Agile Development and software release processes including code management basics and migration processes, familiarity with relational databases, knowledge of API processing, inputs, outputs and construction and experience with SQL queries and scripts. Experience with XML, Java Script and HTML, and Software as a Service (SaaS) applications is desired but not required

    Responsibilities

  • Research Level 1, 2 and 3 support issues via Aria UI and Database
  • Provide first-level support for customer issues via phone calls, email, or ticketing system(s)
  • Provide high quality customer service in a professional, service-oriented manner using skills in active listening and problem solving
  • Respond to customers in a timely manner, with the appropriate level of priority within the stated SLA
  • Track all issues in a standard tracking system such as Microsoft Dynamics
  • Document server-side issues using ticketing software such as Jira
  • Create and manage accurate tickets based on customer requests and data
  • Distinguish between server-side and client-side issues, assist clients to resolve client-side problems and document server-side issues using ticketing software
  • Troubleshoot issues, execute course of action, test/document solutions, escalate where/as needed, and keep client updated throughout issue lifecycle
  • Work directly with clients to develop and implement new functionality
  • Perform other duties and responsibilities as assigned
  • Availability to participate in 24x7 on call support rotation

    • Required Qualifications:

  • 3 - 5 years experience as is a customer support role
  • Knowledge of SQL
  • Knowledge of API processing
  • Familiarity with API tools such as SOAP UI, Postman, etc.
  • Proven customer service, communication and interpersonal skills
  • CS or IS degree or equivalent combination of experience and/or formal learning
  • Strong written and verbal communication skills
  • Ability to successfully working independently or in a team
  • Adaptable to a dynamic environment
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