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For Companies At a Glance
- Tasks: Support customers with technical issues and provide solutions via various communication channels.
- Company: Join Ideagen, a global leader ensuring safety in everyday life through innovative software solutions.
- Benefits: Enjoy hybrid working, flexible hours, and a supportive work-life balance.
- Why this job: Be part of a team that makes a real impact on safety and customer satisfaction.
- Qualifications: Experience in support roles, strong problem-solving skills, and a passion for helping others.
- Other info: Opportunities for growth and development in a diverse and inclusive environment.
The predicted salary is between 36000 - 60000 £ per year.
Role Purpose:
Location - Ruddington, Nottinghamshire
Department - Customer
Function - Support
Working pattern - Hybrid, three days a week at HQ (Tuesday, Wednesday, Thursday)
We look after nearly 30 products in Support - In Tier 3, we primarily look after the products that have ongoing strategic value to the business, for example flagship products that have a succession or development plan, our new cloud offerings, our acquisitions of new products and our integration products.
The purpose of the role is to deliver product related functional and technical support, ensuring the needs of our customers are not only met but exceeded, be a subject matter expert for escalated Support issues within your area of expertise, provide excellent customer experience and be the “go-to person” for escalated queries from our Tier 1 and Tier 2 engineer teams.
Responsibilities:
- Provide comprehensive support to our customers on the phone, email, chat or via our ticket management system Zendesk
- Take pride in the product you support, and be part of the development lifecycle as a representative from support. Feeding back any changes or important information to the lower tier teams
- Implement solutions and facilitate projects to resolve complex technical problems on remote customer sites as well as our own hosting facilities
- Provide in-depth technical support for technologies related to our products (SQL, .Net, IIS etc.)
- Provide support to areas of the business i.e., sales, project management and customer success to ensure consistency and enhance customer satisfaction
- Be the highest escalation point and take responsibility for highly technical queries, from the Level 1, Level 2 Support teams and the leadership team
- Take ownership of an escalated issue and manage all relationships across the wider business i.e., development, technical services, cloud operations and project management
- Develop and maintain a deep technical understanding of our products and specialise in critical strategic products
Skills and Experience:
- Previous experience working in a support or service desk environment as an escalation point - A passionate and enthusiastic approach to helping customers and delivering technical support
- Excellent organisational skills and ability to manage your own workload, where priorities may change through the day moving from workload to workload in an agile way
- Strong problem-solving and troubleshooting skills with the ability to explain complex technical solutions in ‘layman’s terms’, deliver information to diverse groups and focus on articulation depending on audience
- An in-depth understanding of relational database management systems and web-based applications
About Ideagen
Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.
What is next?
If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps. To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at recruitment@ideagen.com. All matters will be treated with strict confidence. At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible or alternative working arrangements. If this is something you are interested in, please let us know during the application process. Enhance your career and make the world a safer place!
Customer Success Engineer - (Tier 3) - Nottingham employer: Ideagen
Contact Detail:
Ideagen Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Engineer - (Tier 3) - Nottingham
✨Tip Number 1
Familiarise yourself with the products and technologies mentioned in the job description, such as SQL, .Net, and IIS. Understanding these technologies will not only help you during the interview but also demonstrate your genuine interest in the role.
✨Tip Number 2
Prepare to discuss your previous experience in a support or service desk environment, especially any instances where you acted as an escalation point. Highlight specific examples that showcase your problem-solving skills and ability to communicate complex technical solutions clearly.
✨Tip Number 3
Research Ideagen's mission and values, particularly their focus on safety and customer satisfaction. Being able to articulate how your personal values align with theirs can set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of Ideagen, if possible. They can provide valuable insights into the company culture and expectations for the Customer Success Engineer role, which can help you tailor your approach during the application process.
We think you need these skills to ace Customer Success Engineer - (Tier 3) - Nottingham
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and skills required for the Customer Success Engineer position. Tailor your application to highlight relevant experiences that align with these requirements.
Highlight Technical Skills: Emphasise your technical expertise, especially in areas like SQL, .Net, and IIS. Provide specific examples of how you've used these technologies in previous roles to solve complex problems.
Showcase Customer Support Experience: Detail your experience in customer support or service desk environments. Mention any instances where you acted as an escalation point and how you successfully resolved issues, ensuring customer satisfaction.
Craft a Compelling Cover Letter: Write a cover letter that not only expresses your enthusiasm for the role but also demonstrates your understanding of Ideagen's mission. Explain why you are passionate about providing excellent customer support and how you can contribute to their success.
How to prepare for a job interview at Ideagen
✨Understand the Role
Make sure you have a clear understanding of the Customer Success Engineer role and its responsibilities. Familiarise yourself with the products you'll be supporting, especially those that are strategic to the business.
✨Showcase Your Technical Skills
Be prepared to discuss your experience with SQL, .Net, IIS, and other relevant technologies. You might be asked to explain complex technical solutions in simple terms, so practice articulating your knowledge clearly.
✨Demonstrate Problem-Solving Abilities
Prepare examples of how you've successfully resolved complex technical issues in the past. Highlight your troubleshooting skills and your ability to manage escalated queries effectively.
✨Emphasise Customer Experience
Since this role focuses on delivering excellent customer support, be ready to discuss how you've gone above and beyond for customers in previous roles. Show your passion for helping others and enhancing customer satisfaction.
