At a Glance
- Tasks: Deliver top-notch technical support for our innovative SaaS and telecare platforms.
- Company: Join Tunstall, a leading health and care technology provider with a diverse team.
- Benefits: Enjoy hybrid working, competitive salary, and a range of employee perks.
- Other info: Be part of a welcoming team that values diversity and offers career growth.
- Why this job: Make a real difference in people's lives while developing your tech skills.
- Qualifications: Experience in technical support and strong communication skills are essential.
The predicted salary is between 29700 - 36300 £ per year.
We are recruiting an
Application Support Engineer to join our team based in the UK. We offer hybrid working and our office location is Whitley (DN14 0HR).
What will you be doing in this role?
The Applications Support Engineer is responsible for delivering exceptional technical support and customer service across Tunstall’s Saa S and ILOS platforms together with associated telecare applications and equipment.
Working as part of the Technical Customer Support team, the role is responsible for managing customer incidents from initial logging through to successful resolution.
The post holder acts as the single point of ownership for assigned support tickets, ensuring customers receive regular communication, technical expertise and a positive support experience throughout the lifecycle of every incident.
The ideal candidate
We are looking for someone with a technical support background who is used to dealing with customer incidents so, communication skills and technical skills are key in this role.
What we offer
- Competitive salary,
- Hybrid working,
- Holiday purchase scheme,
- Contributory pension,
- Paid volunteer day to support a cause you are passionate about,
- Enhanced maternity, paternity, adoption and shared parental pay entitlements,
- Healthcare cash plan, including free eye tests,
- Dedicated 24/7 employee benefits platform ‘Verlingue’ that include things like: retail discounts, salary sacrifice options, and health and wellbeing support,
- EAP We Care service - including a 24/7 online GP and mental health counselling service,
- Boost your learning and growth through access to Linked In learning and a Talent Library with over 800 courses, covering subjects from business skills to project management essentials,
- A warm and welcoming team environment,
- Development and a chance to build a rewarding career.
Your day-to-day responsibilities will include
- Take ownership of customer incidents from assignment through to confirmed resolution and closure.
- Provide proactive, timely and professional customer communication throughout the incident lifecycle.
- Investigate, diagnose and resolve issues affecting Saa S, ILOS and supported telecare products.
- Prioritise work in line with SLAs and business priorities.
- Coordinate with Engineering, Infrastructure, Development and third-party suppliers while retaining ownership.
- Validate resolutions with customers before ticket closure.
- Support telecare equipment, alarm communications and associated applications.
- Troubleshoot SIP, Vo IP and API-related issues.
- Manage incidents, service requests and problems using ITIL best practice.
- Raise Problem Records, perform Root Cause Analysis and support Change Requests.
- Maintain accurate documentation, knowledge articles and known errors.
- Identify service improvements and contribute to continual service improvement initiatives.
Key skills and experience
Essential
- Experience supporting business-critical software applications.
- Experience in technical customer support or application support.
- Strong analytical and troubleshooting skills.
- Excellent communication and customer service skills.
- Experience working within ITIL service management.
- Ability to manage multiple priorities.
- Strong organisational skills and accountability.
Desirable
- Knowledge of Saa S environments.
- Awareness of AWS cloud services.
- Understanding of SIP, Vo IP and REST APIs.
- Experience supporting telecare or healthcare technology.
- ITIL Foundation certification.
A bit about us
Tunstall is a market-leading health and care technology provider.
We’re passionate about ensuring our team reflects the brilliant and unique qualities of the people and communities we support.
Our incredible team of more than 3,000 colleagues provides lifesaving and life changing technology and services to millions of people in 18 different countries.
At Tunstall you’ll find a place where you’re valued and celebrated for being yourself.
We empower our people to deliver the very best teamwork, innovation and thought leadership by creating an environment where we champion diversity and inclusion.
We demonstrate our commitment to diversity and inclusion at each step.
From our open, fair, and transparent recruitment processes, through to the many development and career growth opportunities we provide.
Each Tunstall colleague has a superpower… they’re unique.
No one else is them, and we think that’s special.
Come and join our mission and be part of our team, our One Tunstall team.
Equal Opportunities at Tunstall
At Tunstall, we’re committed to building a team that reflects the diversity of the communities we serve.
We welcome applications from people of all backgrounds, experiences, and abilities, and we celebrate the unique strengths each colleague brings.
Our recruitment process is open, fair and inclusive, and we’re dedicated to providing any reasonable adjustments you may need to thrive.
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Application Support Engineer employer: Tunstall Healthcare Group
Tunstall is an exceptional employer that prioritises the well-being and development of its employees, offering a warm and welcoming team environment. As a Field Service Engineer, you will benefit from a comprehensive package including a company vehicle, fuel card, and opportunities for career growth, all while making a meaningful impact in the lives of vulnerable individuals in the Newark/Lincoln/Mansfield/Worksop area. Join us to be part of a diverse team that values inclusivity and celebrates the unique strengths of every colleague.
StudySmarter Expert Advice🤫
We think this is how you could land Application Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tunstall Healthcare Group. 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 Tunstall Healthcare Group 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 Application Support Engineer
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 Tunstall Healthcare Group:Your cover letter is your chance to shine! Tell us why you want to work at Tunstall Healthcare Group 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 Tunstall Healthcare Group!
How to prepare for a job interview at Tunstall Healthcare Group
✨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.
