Customer Success Engineer - London, United Kingdom - Access Computer Consulting plc

Access Computer Consulting plc
Access Computer Consulting plc
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
Customer Support Engineer - London - £40k - £45k - Perm

We are currently recruiting for a Customer Support Engineer for our analytics client based in London. Their SaaS platform is being used to do great things helping solve some complex energy challenges.


This role sits in the Delivery and Customer Success Team where you will help deal with and solve some of their customers biggest issues, improving services and systems and making suggestions to improve the Platform.

You'll work on our wide variety of projects, from short-term proofs-of-value projects through to enterprise deployment.

?You will work closely with Delivery Managers, who are responsible for customer project delivery, and Product teams, who make up the technicalbackbone and support for all product offerings.


Responsibilities:


  • Daily tracking, prioritization and management of tickets, to ensure that customer and partner queries impacting our service are addressed to the highest possible quality level and within SLA targets. These include live incidents, queries, product enhancements& service requests.
  • Working with our internal teams, partners and customers to support onboarding of new customer assets into the platform by configuring the software appropriately.
  • Working with our Data Science team to ensure availability and preprocessing of data.
  • Escalate issues to specialists in Product & Engineering team where necessary.
  • Daily proactive monitoring and responding to incidents identified by internal system alerts.
  • Participating in the oncall support team rota (09h0017h00 BST on weekends and bank holidays).
  • Provide clear and responsive communications to our customers.
  • Analyse trends in incidents and seek to ensure root causes are addressed by suggesting improvements.
  • Produce service & support reporting as required to ensure service status is transparent.
  • Ensure support risks and issues are identified, communicated and managed effectively.
  • Contribute to improvements in ways of working to optimise delivery to customer outcomes.
  • Support coordination of planned outages ensuring these are recorded on systems & communicated to impacted stakeholders.
  • Ensure that support requests with a commercial implication are reviewed with the appropriate Account Manager.

Requirements:


  • Demonstrable ability to problem solve quickly and creatively
  • Experience in software configuration in a SaaS context
  • A working understanding of relational databases, SQL queries and common data formats such as: JSON, XML, etc.
  • Familiarity with one of the big 3 public clouds
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