At a Glance
- Tasks: Provide top-notch technical support and troubleshoot TeamViewer software for global customers.
- Company: Join a leading tech company that values diversity and innovation.
- Benefits: Enjoy competitive pay, flexible work hours, and a Work From Abroad programme.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by helping customers optimise their digital processes.
- Qualifications: Knowledge of Microsoft technologies and strong problem-solving skills required.
The predicted salary is between 40000 - 50000 £ per year.
Team Viewer provides a leading Digital Workplace platform that connects people with technology—enabling, improving and automating digital processes to make work work better.
Our software solutions harness the power of AI and shape the future of digitalization.
We believe that our diverse teams and strong company culture are key to the success of our products and technologies, that hundreds of millions of users around the world and around 645,000 customers across all industries rely on.
With more than 1,900 employees worldwide, we celebrate the unique perspectives and talents that each individual brings to the table and foster a dynamic work environment where new ideas thrive.
Are you ready to join our team and make an impact?
Responsibilities
As Escalation Engineer you will deliver excellent customer and technical service experience to Team Viewer customers, Team Viewer partners and Team Viewer technical community.
In this role you will report to Escalation Team Manager and will be supporting, troubleshooting Team Viewer software and services deployed in Team Viewer customers, partners globally.
We are looking for someone who is able to self-learn and absorbed our training courses quickly, be creative and adapt to changing processes, show excellence and pride in all aspects of work.
- Investigate new or existing incidents by replicating the issue in house and discussing with peers.
- Resolve incident from investigation or escalate to third line support.
- Ensure customer incidents receive appropriate response and activity.
- Keep communication flowing between Team Viewer and our customers throughout the incident lifecycle.
- Manage timely resolution of critical incidents.
- Develop and maintain detailed working knowledge of current and future Team Viewer products and Microsoft technologies.
- Ensure customers are on the latest version and patch level.
- Ensure customer readiness and skills transfer through the provision of training, professional service package offerings.
- Creating detailed knowledge Base articles
- Participation in Team Viewer User Community
- Keeping self-skills updated
- Technical support for Team Viewer\'s customers for all Team Viewer Applications.
- Collect all necessary information and logs to help identify the root cause.
- Resolve all incidents within the allocated SLA
- Working closely with Sustained Engineering support to help resolve incidents in a timely fashion.
- Working closely with the Site Reliability Team on Supporting our growing Saa S customer base
- Contributing to the Team Viewer Support Knowledge Base.
- The role is extremely customer focused and involves technically supporting Team Viewer solutions (current and new software releases) in a wide variety of customer environments.
- Supporting the customers to ensure customer issues receive appropriate response and activity from 1E Support and Development is essential to ensure the timely resolution of critical situation incidents and concern.
- Technical knowledge of current and future Team Viewer products and technologies is essential to maintain a good working knowledge of Team Viewer products and solutions.
Full training and certification is provided, with regular and ongoing updates.
- Notifying our customers of product release times, hotfixes and updates helps keep our customers Team Viewer Solutions investment patched and current.
Requirements
- Knowledge of Microsoft Azure technologies
- Knowledge in Microsoft System Center Configuration Manager (SCCM)
- Knowledge in Windows Server Enterprise environments
- Knowledge in virtualisation technologies Hyper V
- IIS Configuration and Troubleshooting
- T-SQL, Basic queries
- Scripting basics
- Ability to work independently and to collaborate with others as required, to achieve desired objectives
- Influencing and collaboration skills to achieve objectives with other company departments
What we offer
- Onsite Onboarding in our HQ office for an optimal start
- Great compensation and benefits packages including company achievement bonus or sales bonus
- Regular Team events and company-wide celebrations
- Remote and Flexible work time
- Work From Abroad Program allowing up to 40 days of work outside your contracting country
- We celebrate diversity as one of core values, join and drive one of the c-a-r-e initiatives together with us!
Team Viewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported.
We C-A-R-E and understand that our diverse, values-driven culture makes us stronger.
As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally.
We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race.
If you require any accommodations or adjustments during the application or hiring process, including interview or onboarding support, please reach out to your Talent Acquisition Partner, who will be happy to support you.
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Escalation Engineer Customer Support · London · employer: TeamViewer GmbH
TeamViewer GmbH is an exceptional employer, offering a dynamic work environment in Greater London that fosters collaboration and innovation. With a strong focus on employee growth, the company provides opportunities for professional development alongside competitive compensation and a hybrid work model, ensuring a healthy work-life balance. The inclusive culture encourages creativity and teamwork, making it a rewarding place for those passionate about SaaS marketing.
StudySmarter Expert Advice🤫
We think this is how you could land Escalation Engineer Customer Support · London ·
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TeamViewer GmbH. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TeamViewer GmbH before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Escalation Engineer Customer Support · London ·
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TeamViewer GmbH:Your cover letter is your chance to shine! Tell us why you want to work at TeamViewer GmbH specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TeamViewer GmbH!
How to prepare for a job interview at TeamViewer GmbH
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
