Technical Support Engineer at Applied.
About the role
As a Technical Support Engineer at Applied, you will play a crucial role in ensuring our clients receive exceptional support for our innovative software solutions. You will be the first point of contact for technical inquiries, troubleshooting issues, and providing guidance to users. Your expertise will help maintain high customer satisfaction levels while contributing to the continuous improvement of our products and services. This position is ideal for someone who is passionate about technology and enjoys solving complex problems in a collaborative environment.
Key facts
Location: Woking, Surrey
Engagement: Permanent
Salary: Competitive, commensurate with experience
Visa: Sponsorship available for the right candidate
What you'll do
- Serve as the primary technical support contact for clients, addressing inquiries via phone, email, and chat.
- Diagnose and resolve software issues, ensuring timely and effective solutions to enhance user experience.
- Collaborate with the development team to identify and elevate critical bugs or system issues that require immediate attention.
- Create and maintain comprehensive documentation of support processes, troubleshooting steps, and solutions for future reference.
- Conduct training sessions and workshops for clients to help them maximize the use of our software products.
- Analyze support trends and user feedback to identify areas for improvement in our software and support processes.
- Assist in the development of user guides, FAQs, and other support materials to empower clients in self‑service troubleshooting.
- Participate in regular team meetings to share insights, discuss challenges, and contribute to team goals and initiatives.
- Stay updated on product features, industry trends, and emerging technologies to provide informed support and recommendations.
- Build strong relationships with clients to foster trust and ensure they feel valued and supported throughout their journey with Applied.
- Manage multiple support tickets simultaneously while prioritizing tasks based on urgency and impact on clients.
- Provide feedback to product management regarding user experience and potential enhancements based on client interactions.
Requirements
- Proven experience in a technical support role, preferably within the software industry, for at least 2 years.
- Strong understanding of software troubleshooting techniques and methodologies.
- Familiarity with customer relationship management (CRM) tools and ticketing systems.
- Excellent verbal and written communication skills, with the ability to convey technical information to non‑technical users.
- Strong problem‑solving skills and the ability to work independently as well as part of a team.
- A proactive approach to learning new technologies and adapting to changing environments.
- Experience with remote support tools and techniques to assist clients effectively.
Nice to have
- Knowledge of programming languages such as Python, Java, or JavaScript is a plus.
- Familiarity with cloud‑based solutions and services, particularly in the context of SaaS applications.
- Previous experience in a customer‑facing role, enhancing your ability to empathize with client needs.
- Understanding of database management and basic SQL queries to assist with data‑related inquiries.
Skills & tools
- Proficient in using support software and ticketing systems such as Zendesk or Jira.
- Strong analytical skills to assess issues and identify root causes effectively.
- Familiarity with version control systems like Git to understand software changes and updates.
- Ability to work with various operating systems, including Windows, macOS, and Linux, to assist a diverse client base.
Practical notes
This position is based in Woking, Surrey, and is a permanent role with competitive salary options based on experience. The company is open to sponsoring visas for qualified candidates who may require work authorization. Applicants should be prepared to demonstrate their technical skills and customer service experience during the interview process.
Technical Support Engineer in Woking employer: applied
Applied in Woking is an excellent employer, offering a dynamic work culture that fosters collaboration and innovation. Employees benefit from comprehensive growth opportunities, including professional development and the chance to lead impactful projects in the electrification sector. With a focus on teamwork and a commitment to employee well-being, Applied provides a rewarding environment for those looking to make a meaningful contribution in their careers.
