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    Customer Support Engineer DBA - United Kingdom - Aria Systems

    Aria Systems
    Aria Systems United Kingdom

    1 week ago

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    Description

    Title:
    Customer Support Engineer / Application DBA


    Department:
    Customer Success


    Area:
    Customer Support

    Aria provides a cloud-based billing platform for subscription- and usage-based businesses. Aria removes billing bottlenecks and allows companies to rapidly introduce and evolve their offerings, bundles, and promotions.

    We are looking for talented, passionate people with strong track records and relevant expertise to help us achieve our goals.

    The Customer Success team at Aria is responsible for building outstanding relationships with our customers to maximize and sustain their Aria adoption and return on investment (ROI), leading to high customer satisfaction, renewal and referenceablity.

    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.

    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
    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
    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

    • 5 years experience as is a customer support role
    ~ Knowledge of SQL
    ~ Proven customer service, communication and interpersonal skills
    ~ Aria Systems fosters a flexible, rewarding, and close-knit work environment while encouraging innovation and self-direction. In return Aria offers competitive salaries and benefits, attractive stock options, and a flexible, informal work environment.
    Apply for this position directly on our website at
    Please, no phone calls.
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