At a Glance
- Tasks: Provide top-notch technical support and troubleshoot complex issues for our customers.
- Company: Join Uniguest, a leader in secure customer-facing technology solutions.
- Benefits: Enjoy professional development, employee recognition, and a supportive work environment.
- Other info: Dynamic team with opportunities for growth and innovation.
- Why this job: Make a real difference by solving problems and enhancing customer satisfaction.
- Qualifications: Experience in technical support and strong communication skills are essential.
The predicted salary is between 40500 - 49500 £ per year.
Position Summary
We are looking for an experienced and talented individual with excellent problem solving and communication skills to join our technical support team.
Our Tier II/III Technical Support Engineers provide second-tier technical support for Uniguest customers via telephone, chat, and support portal.
Tier II/III takes ownership of break/fix customer issues and represents a higher level of resolution skill and customer satisfaction for our business.
You will have the opportunity to work with our field engineers and support engineers to fully understand the problem and diagnose and reproduce issues as well as assist the development team in solving issues.
You will also collaborate with our engineering and product teams to define extra functionality that either improves the stability of the software or makes issue diagnosis simpler.
- Primary Responsibilities
- Contribute to the IP of Uniguest and support the mission of the company and the technical support group.
- Provide technical support for customers by troubleshooting a variety of applications and product lines.
- Assist Tier I agents by providing guidance, clarifying processes, and reinforcing best practices to improve first-call resolution rates.
- Encourage and promote the use of the Knowledge Base, identifying areas for improvement and training Tier I's on effective usage.
- Take ownership of complex customer issues, ensuring timely resolution while minimizing unnecessary escalations.
- Work with customers and their IT teams to resolve long-duration issues effectively.
- Demonstrate internal leadership through initiative-taking problem-solving and mentorship of Tier I team members.
- Help manage the Tier II case backlog by properly categorizing, prioritizing, and actively working cases.
- Ensure accurate and thorough documentation in the Uniguest case system.
- Complete assigned projects, including account organisations, documentation, and process improvements.
- Escalate cases appropriately to higher Tier or Supervisor when necessary.
- Bring creative solutions and innovation to drive continuous improvement.
- Responsibilities may be adjusted as business needs evolve.
Experience & Skills
- TCP/IP networking knowledge including Multicast preferred.
- Previous experience as a Tier II/III technical support is preferred.
- Ability to effectively communicate issues and resolutions to all levels of the organisation and customer base.
- Ability to work on own initiative and be a team player.
- Strong troubleshooting skills in both software and hardware.
- Strong written and verbal communication skills for effectively assisting both technical and non-technical audiences.
- Excellent customer service skills.
- High-level research and analytical skills to identify and address emerging customer-impacting trends.
- Preferred Qualifications
- Candidates with or pursuing a degree in an IT related field preferred.
- Linux System Administration Experience including installation, administration, and troubleshooting Linux systems.
- Scripting experience in one or more languages (bash, Python, etc.)
- Contact Centre experience.
What We Offer
- Employee Assistance Program (EAP)
- Employee Referral Bonus Program
- Professional Development & Training Reimbursement Program.
- Employee Recognition Rewards Program
- Location Specific Benefits
- About Uniguest
Uniguest is the global leader in providing highly secure, fully managed customer-facing technology solutions on an outsourced basis to the hospitality, senior living, speciality retail, education, and corporate sectors.
Our suite of turnkey consumer-facing technology solutions includes hardware and software solution packages, system implementation, and 24/7/365 multi-lingual support for public space kiosks, purpose-built kiosks (PC, i Mac, tablet), digital signage, Interactive TV, tablets, remote printing, and more - all designed to deliver a consistent and safe experience to our clients' customers.
Uniguest is committed to equal employment opportunity and to providing all people equal access to employment without regard to personal characteristics that are unrelated to their ability, performance, or qualifications.
Uniguest prohibits discrimination and harassment against any employee or applicant for employment based on race, color, religion, national origin, sex, sexual orientation, marital status, pregnancy, gender identity, veteran status, disability, genetic information, age, or any other basis protected by law.
Technical Support Engineer employer: Uniguest
Uniguest is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for Technical Support Engineers to thrive. With a strong emphasis on professional development, employees benefit from training reimbursement programs and recognition rewards, while the supportive environment encourages teamwork and mentorship. Located in a vibrant sector, Uniguest offers unique opportunities to engage with cutting-edge technology solutions, ensuring meaningful and rewarding employment for all team members.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Uniguest. 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 Uniguest 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 Technical 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 Uniguest:Your cover letter is your chance to shine! Tell us why you want to work at Uniguest 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 Uniguest!
How to prepare for a job interview at Uniguest
✨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.
