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- Tasks: Provide top-notch customer support and resolve issues using Salesforce.
- Company: Dynamic scale-up company focused on diversity and inclusion.
- Benefits: Flexible hours, competitive pay, and a supportive work culture.
- Why this job: Join a fast-paced team and make a real difference in customer satisfaction.
- Qualifications: 2+ years in application support and experience with Salesforce or similar systems.
- Other info: Great opportunities for growth in a collaborative environment.
The predicted salary is between 30000 - 42000 £ per year.
Key stakeholders: Product team, Tech team, Professional Services team
Organisational Framework Level: 2 – Professional Contributor
About you/ Job Summary
As an Application Support Engineer, you will be comfortable engaging with customers via telephone, email, or a case management system such as Salesforce – providing the right solutions to customers' issues. You will thrive in a fast‑paced environment and be an expert at time management, ensuring the timely execution of all tasks and deadlines. You will champion improvements that will increase customer satisfaction, manage escalations and collaborate with other team members to minimise service disruptions, reducing downtime. This position will be working from 2-10pm Monday to Friday as part of our ongoing commitment to support our customers on a 24/7 basis.
Key Accountabilities
- Provide first-line customer support via our case management system, email, and telephone and be the SME for first-line resolution of complex cases
- Contribute to quarterly reviews with Enterprise customers to talk through software utilisation, upcoming releases, and ticket trends
- Liaise with customers to understand and investigate issues raised, responding promptly with an appropriate resolution or escalation
- Support the Customer Success Managers with any support-related queries
- Become a subject matter expert on the Clue application
- Monitor the support inbox for new tickets, provide first contact resolution or triage accordingly
- Build excellent customer relationships
- Lead bi-weekly calls with our Enterprise support customers to review their outstanding tickets
- Contribute to continuous improvement across support services
- Record up-to-date and accurate information on our case management system, communicate updates and work with the support teams to resolve customer tickets within agreed SLA’s
Key role measures
- Customer satisfaction via Net Promotor Score from customer surveys
- Customer ticket response and closure KPI’s
- Levels of resolved / unresolved support related issues
Experience and skills
Our ideal candidate would have experience in the following areas:
- Ability to achieve security clearance
- Minimum 2 years in an application support role
- Experience of excelling in a fast-paced environment
- Experience with Salesforce ticketing system or similar
- Experience with deployment tools such as Octopus or similar
- Experience of Azure (primary) AWS (secondary) cloud services and technologies
- Experience using monitoring and analytical tools such as AppInsights and devtools. Experience with Dynatrace would be advantageous.
- Experience with SQL databases, writing queries and scripting
- Experience in software testing, and/or troubleshooting is desirable
- Good understanding of ITIL best practice is desirable
Diversity, Equity and Inclusion
If you’re excited about this role but your experience doesn’t align perfectly, we encourage you to apply anyway and tell us more about yourself. You may be just the right candidate for this or other roles. We believe that seeing the world from all sorts of angles makes life better for all. We want you to know that the things that make you an individual, like your identity, age, ethnicity, religion, ability and background, are things that we choose to celebrate and support. We are a scale-up company, and as we continue to grow, we are passionate that having a diverse, inclusive and authentic workplace will remain at our core. We are creating an inclusive environment where our people can thrive. Our values are aligned and at the heart of everything we do. We are respectful, united, rigorous, relentless and ethical.
Application Support Engineer employer: Clue Software
Contact Detail:
Clue Software Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Application Support Engineer
✨Tip Number 1
Get to know the company culture! Before your interview, check out our website and social media. Understanding our values will help you connect with us and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to application support and customer service. We want to see how you handle real-life scenarios, so think of examples from your past experiences that showcase your skills.
✨Tip Number 3
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions ready about the role or the team. This shows us that you’re engaged and eager to learn more about how you can contribute.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It’s a great opportunity to reiterate your interest in the position and remind us why you’d be a fantastic fit for the Application Support Engineer role.
We think you need these skills to ace Application Support Engineer
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about becoming an Application Support Engineer and how you can contribute to our mission at StudySmarter.
Tailor Your CV: Make sure to customise your CV to highlight relevant experience that matches the job description. We love seeing how your skills align with what we’re looking for, so don’t hold back on showcasing your expertise in application support!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so make sure your writing is easy to read and gets straight to the heart of your qualifications and experiences.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Clue Software
✨Know Your Stuff
Make sure you’re well-versed in the Clue application and any relevant technologies like Azure and SQL databases. Brush up on your troubleshooting skills and be ready to discuss how you've resolved complex issues in the past.
✨Show Off Your Communication Skills
Since you'll be engaging with customers via various channels, practice explaining technical concepts in simple terms. Think of examples where you’ve successfully communicated with clients or team members to resolve issues.
✨Demonstrate Your Time Management Skills
Prepare to discuss how you prioritise tasks in a fast-paced environment. Share specific examples of how you’ve managed multiple tickets or projects simultaneously while meeting deadlines.
✨Emphasise Continuous Improvement
Be ready to talk about how you’ve contributed to improving support services in previous roles. Highlight any initiatives you’ve taken to enhance customer satisfaction or streamline processes.
