At a Glance
- Tasks: Manage customer technical issues and provide exceptional support using cutting-edge technology.
- Company: Join SilverRail, a tech company reshaping travel for a sustainable future.
- Benefits: Flexible hybrid working, competitive salary, private healthcare, and wellness subscriptions.
- Other info: Dynamic team culture with a focus on collaboration and personal growth.
- Why this job: Be part of a mission to revolutionise travel while developing your career in tech.
- Qualifications: 1-3 years in customer support, knowledge of rail systems, and strong problem-solving skills.
The predicted salary is between 30000 - 40000 £ per year.
At SilverRail, we're on a mission to reshape the way the world travels. Rail is becoming the go-to choice for short and medium‑haul travel worldwide, and we're here to help make it happen. In the face of the ongoing climate crisis, our vision is clear. We are transforming the online customer experience for rail travel, making it easier than ever for customers to find, buy and use rail. Our cutting‑edge technology is the backbone of rail and travel agencies worldwide, making it effortless for travellers to choose the eco‑friendly option and reduce their carbon footprint.
We have more than 15 years of trailblazing success behind us, and our teams are spread across the globe, with bases in London, Boston, Brisbane, and Stockholm. We thrive on the philosophy of 'fail-fast-fail-early,' which drives us to find ingenious solutions to complex challenges. Join us, and help shape the future of travel!
The Role
As an Associate Support Engineer you'll be part of a team managing our customer and partner technical issues. You will be involved in the response, scoping, triaging, escalation and resolution of technical issues, whilst providing exceptional service from identification to resolution.
We are looking for someone with experience in customer or technical support, who is keen to develop their career in a high‑volume hands‑on role, working on administrative tasks within increased exposure to engineering support. The role will suit someone with one to three years working experience, and the desire to learn by working within a team that is delivering for customers, whilst also taking on their own responsibilities to enable their progression. We are also keen to add to the industry specific experience of the team, so the ideal candidate will have working knowledge of the rail or travel industry, including rail booking and ticketing systems.
Key Responsibilities
- Manage, administrate and resolve customer issues via Jira tickets, working with defined KPIs and SLAs
- Review XML and JSON logs to identify customer issues and understand their workflows
- Reproduce functional problems for Development teams to investigate
- Support customers in the implementation and use of SilverRail products, providing high‑quality responses to questions and issues
- Create and deliver internal documentation to address common areas of concern
- Monitor SilverRail services for abnormal behaviour and intervene as necessary to prevent impact to customer service
- Engage additional internal and external resources as appropriate to resolve issues
- Communicate effectively and in a timely fashion with all relevant customers
Required Competence and Skills
- One to three years of hands‑on customer technical support experience
- Experience with JIRA or a similar ITSM tool
- Strong customer support skills and ability to manage customer satisfaction of large enterprise customers
- Working experience of the rail industry, including rail booking and ticketing systems
- Experience with deciphering API flows, transactions and messaging
- Experience implementing APIs with partners
- Issue management, proactive and reactive problem resolution experience
- Experience producing and delivering training and documentation materials
- Team‑oriented with an ability to build and maintain strong inter‑team and inter‑departmental relationships
- Knowledge of SQL is a plus
- Experience in delivering SaaS is a plus
- Fluency in multiple languages is a plus
- Strong attention to detail, and ability to be analytical and process oriented
- Effective communication, time management and problem‑solving skills
- Self‑starter with ability to multi‑task in a high‑pressure, fast‑paced, fast‑growth environment
Why us?
- We are an accredited flexible company, utilising a hybrid working model, providing equipment for home working alongside one or two monthly visits to our beautiful central London office
- We offer a highly competitive benefits package including private healthcare and rail discounts
- We provide a wealth of career development opportunities with training that is individual, focused on improving your skills and helping you become the best professional you can be
- Our team’s health and wellness is genuinely important to us, so we offer a number of wellbeing subscriptions including membership to the leading meditation app
- A unique opportunity to work for a tech company that is helping the environment by revolutionising the way we travel
Our values are simple: Do Good by working for a better tomorrow; Think Big Act Smart by being curious, adaptable and data‑driven; and remember that through collaboration we will always be Stronger Together.
*We are a neurodiverse employer and are working hard to improve our recruitment processes, so if there is any way that we can make the recruitment experience better for you then please let us know. All information will be treated as strictly confidential.*
Associate Support Engineer New United Kingdom in London employer: SilverRail Technologies
At SilverRail, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Our commitment to employee growth is evident through tailored training programmes and a flexible hybrid working model, allowing you to thrive both personally and professionally. With competitive benefits, including private healthcare and rail discounts, and a focus on wellbeing, joining our London team means contributing to a meaningful mission while enjoying a supportive and engaging workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Associate Support Engineer New United Kingdom in London
✨Get Chatty at Local Community Events
Dive into local meetups or community events related to customer support. These gatherings are a goldmine for making connections and learning more about what companies like SilverRail Technologies value in entry-level hires. Just think of it as networking over snacks!
✨Show Off Your People Skills
Create a small digital portfolio showcasing your communication skills. You could include relevant scenarios or customer interactions—real or hypothetical. This isn't just for show; it gives hiring managers at places like SilverRail Technologies a taste of how you handle customer queries.
✨Leverage Internship Platforms
Don't sleep on popular internship platforms that focus on entry-level roles in customer support. Websites like Handshake can link you directly to companies looking for fresh talent. The earlier you start exploring these options, the better your chances at landing something with SilverRail Technologies!
✨Join Customer Support Forums
Participate in online forums and communities specifically for customer support professionals. Places like Help Scout’s community or even subreddits can give you insights into what skills are in demand. Plus, it’s a great way to network and discover hidden job opportunities at companies like SilverRail Technologies.
We think you need these skills to ace Associate Support Engineer New United Kingdom in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear and friendly communication is crucial. Make sure your CV highlights any previous experience where you've resolved customer queries or collaborated with a team. We love to see examples where you've turned a challenge into a positive experience!
Tailor Your Cover Letter with Enthusiasm:For an entry-level role like this one, your cover letter shouldn’t just be a summary of your CV. Instead, share why you're excited about customer support, and express your eagerness to help others. Let's see your personality shine through—tell us why you're a great fit for SilverRail Technologies!
Highlight Relevant Experience:Even if you haven't worked in customer support before, include any relatable experiences—like part-time jobs, volunteer work, or internships. Show us how these have equipped you with the soft skills needed to thrive in this role, like problem-solving and patience.
Keep It Simple and Straightforward:Your CV should be easy to read—no fancy fonts or excessive jargon. Use bullet points to break down your responsibilities and achievements and stick to a clean layout. This helps us quickly see your qualifications and gives a professional vibe, even for an entry-level position!
How to prepare for a job interview at SilverRail Technologies
✨Brush Up on Your Communication Skills
In customer support, communication is key. Practise explaining complex issues in straightforward language. You might even get role-play scenarios during the interview, so be ready to show off those skills!
✨Show Your Problem-Solving Prowess
Employers love seeing how you handle customer queries. Think of specific instances where you’ve resolved conflicts or helped someone out. Bring these scenarios to the table, as they can help demonstrate your problem-solving capabilities!
✨Familiarise Yourself with Common Tools
Get to grips with popular customer support tools like Zendesk or Freshdesk. Even if you haven’t used them before, being able to talk about them or their features can show you’re proactive about getting up to speed.
✨Express Your Willingness to Learn
As this is an entry-level position, they want to see your eagerness to grow. Highlight your adaptability and enthusiasm for customer support. Share any relevant experiences or coursework that show you’re committed to developing your skills!
