Customer Support & Success Application Field Specialist London, United Kingdom

Sustainability that means business

Who we are:

Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, the USA, and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.

What we do:

Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.

Our people:

AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and 'start-up' mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.

Description:

Are you someone who excels in collaborative environments? If so, this role could be an ideal fit for you. As an Application Field Specialist, you'll join a team of technical support experts dedicated to achieving outstanding client satisfaction. Your responsibilities will include supporting our company's applications to ensure smooth operations and exceptional service delivery.

Role Description:

This is a full-time hybrid (3 days in office & 2 days remote) role for an Application Field Specialist. Positioned within the Support team, your role will be vital to ensuring a high level of support building confidence for our valued clients with their highly configured ECHO deployments. You will be involved in using client ECHO systems as well as external tools such as MobiControl, MS SQL management studio to interrogate data and configuration within the system database related to issues, as well as our in-house ticketing system to communicate progress with clients. Working with your experienced colleagues and liaising with the Operations and Development teams you will gain exposure to all areas of the business. You will be comfortable and competent communicating face to face, over electronic communications and on the phone. This role offers you exposure to BIS technology and the logistics software industry, the role is fast paced, with different challenges daily where your attention to detail and ability to address client concerns and issues raised will help to maintain confidence in the system.

Day to day responsibilities include:

• Collaborating across departments to ensure seamless application performance and support.
• Providing 1st and 2nd line support for the ECHO Field applications – such as Onboard, Mobile, Sidekick & Loadrite.
• Providing exceptional customer service to our end-users (external clients) by maintaining effective, and consistent communication through our in-house ticketing system, telephone, or email.
• Providing technical support and troubleshooting assistance to end-users (external clients) raised via tickets, email, and telephone calls.
• Ensuring all issues/concerns raised are then categorised correctly and resolved within our SLA.
• Escalating issues to 2nd / 3rd line support, and other departments where necessary.
• Troubleshooting and verifying issues raised.
• Creating and maintaining detailed documentation including support procedures and incident reports.

Experience and skills needed:

• BSc. in IT or Electrical Engineering, equivalent degree, or relevant experience.
• Excellent written, verbal, and interpersonal communication skills.
• Good attention to detail.
• Self-managing and organised.
• Willingness to learn with an interest in technology.
• UK Driving License.
• Nice but not essential: Tablet/phone management and use of a MDM solution as this role will be field focused first.
• Previous history in customer facing roles.

Why join:

• You will play a crucial role in our company's growth.
• You will be part of a team which values forward-thinking solutions, and innovation.
• Opportunities for continuous development and growth in your professional career.
• You will be working within a culture which is supportive, and collaborative.
• Our offices are unique, which offer you a fun and inspiring environment to work in.
• We offer hybrid working arrangements, and opportunities to create others before the slot ends but not return for right.

Our statement:

To be earth's leading provider of environmental software systems delivering the best service outcomes with the least resources.

Schedule:

Rotating shifts between 6am and 8pm (early and late shifts are fully remote). Core working days will be 3 days in office and 2 days remote. Monday to Friday. On call cover on weekends.

Work Location: Hybrid remote in Richmond, London.