At a Glance
- Tasks: Provide top-notch technical support and collaborate on new product development.
- Company: Join Entrust, a leader in identity-centric security solutions.
- Benefits: Flexible work options, career growth opportunities, and a supportive team culture.
- Other info: Diverse and inclusive workplace that values every identity.
- Why this job: Make a real impact in a dynamic environment while growing your tech skills.
- Qualifications: 5+ years in tech support with strong problem-solving and communication skills.
The predicted salary is between 40000 - 50000 £ per year.
At Entrust, we’re shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely.
Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge, scalable technologies. But our secret weapon? Our people. It’s the curiosity, dedication, and innovation that drive our success and help us anticipate the future.
Position Overview: The Sr. Technical Product Support Specialist works with internal and external clients to answer technical inquiries and resolve escalated technical issues with Entrust’s Bureau Solutions products. The incumbent also represents the service organization with new product development projects and will perform the accountabilities detailed below and other duties as assigned.
Responsibilities:
- Technical Product Support (75%)
- Provides level III service support to internal and external clients globally
- Responds to inquiries and support requests from customers in a timely manner
- Works all customer problems to resolution and escalates to engineering for assistance when necessary
- Diagnoses underlying cause of customer complaints or performance issues
- Manages Engineering Change Orders (ECO) and Field Change Orders (FCO) planning and roll-out
- Training for clients.
- New Product Development (15%)
- Acts as service team representative to assigned D5 New Product Development Core Teams
- Leads all aspects of service readiness for new Bureau Solution products as the Service Functional Team Leader during the project development phases
- Develops and manages detailed service readiness project plan
- Partners with inventory control, training, technical publications, depot/repair, and regional service teams to ensure that all required service tasks are completed prior to product launch
- Shares all relevant information from D5 New Product Development Core Teams in monthly report
- Product Lifecycle Management (10%)
- Analyze service data to quantify product and parts performance by product
- Report service data to engineering to drive product enhancements which improve product performance
Qualifications:
- Basic Qualifications:
- Associates or B.S. Degree in computer science, information systems, engineering (software, mechanical or electrical) or equivalent experience.
- Minimum 5 years of experience working with complex electro-mechanical hardware and companion software
- Knowledge of MS Office products and related software programs
- Ability to travel up to 45% with some international travel expected
- Strong customer orientation and commitment to quality
- Proven written and verbal communications skills in English, knowledge of additional language will be added advantage
- Preferred Qualifications:
- Knowledge of project management tools and techniques
- High level of mechanical aptitude.
- Ability to think analytically, solve problems, make decisions, and collaborate and work with a team
- Ability to juggle competing demands and priorities while maintaining strong attention to detail
- Experience supporting a global client base
At Entrust, we don’t just offer jobs – we offer career journeys. Here is what you can expect when you join our team:
- Career Growth: Whether you’re a budding developer or a seasoned expert, we’re invested in your professional journey. With learning-forward initiatives and exciting challenges, your growth is our priority.
- Flexibility: Life is all about balance. Whether you’re remote, hybrid, or on-site, we offer flexible options that fit your lifestyle.
- Collaboration: Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow.
We believe in securing identities—but it doesn’t stop there. At Entrust, we’re passionate about valuing all identities. Our culture is built on diversity, inclusion, and respect. From unconscious bias training for our leaders to global affinity groups that connect colleagues across the globe, we’re creating a community where everyone is encouraged to be themselves.
Ready to Make an Impact? If you’re excited by the prospect of innovating, growing your career, and collaborating in a dynamic environment, Entrust is the place for you. Join us in making a difference. Let’s build a more secure world—together.
Apply today!
Senior Tech Support Specialist employer: Entrust Corporation
Entrust is an exceptional employer that prioritises career growth and employee well-being, offering flexible work arrangements to suit diverse lifestyles. With a strong emphasis on collaboration and innovation, employees are encouraged to share ideas and contribute to meaningful projects in a supportive environment. Located in Whiteley, UK, Entrust fosters a culture of diversity and inclusion, ensuring that every team member feels valued and empowered to make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Tech Support Specialist
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech industry, especially those who work at Entrust or similar companies. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by practising common technical support scenarios. Think about how you’d handle tricky customer issues or product queries. The more you rehearse, the more confident you'll feel when it’s showtime!
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've tackled complex technical issues in the past. This will demonstrate your expertise and ability to think on your feet.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Senior Tech Support Specialist
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Tech Support Specialist role. Highlight relevant experience and skills that match the job description, especially your technical support background and customer service orientation.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about tech support and how your experience aligns with our mission at Entrust. Keep it engaging and personal!
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled complex technical issues in the past. We love seeing candidates who can think analytically and resolve problems effectively.
Apply Through Our Website:Don’t forget to apply 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!
How to prepare for a job interview at Entrust Corporation
✨Know Your Tech Inside Out
As a Senior Tech Support Specialist, you'll need to demonstrate your understanding of complex electro-mechanical hardware and software. Brush up on the specific products Entrust offers and be ready to discuss how you've resolved similar technical issues in the past.
✨Showcase Your Customer Service Skills
This role is all about providing top-notch support to clients. Prepare examples of how you've successfully handled customer inquiries and escalated issues. Highlight your commitment to quality and how you ensure customer satisfaction.
✨Be Ready for Problem-Solving Scenarios
Expect to face hypothetical scenarios during the interview. Practice articulating your thought process when diagnosing problems and how you would approach resolving them. This will showcase your analytical skills and ability to think on your feet.
✨Demonstrate Team Collaboration
Entrust values collaboration, so be prepared to discuss your experience working in teams, especially in new product development. Share how you've partnered with different departments to ensure service readiness and how you communicate effectively with team members.
