Customer Technical Support Engineer, London

We are looking for an enthusiastic “people person” to join our Services team as a Customer Support Engineer to act as a first point of call, solving technical issues as they arise.  

What we are looking for…:

• You should be a graduate or have equivalent work experience.
• You love being around people, enjoy a good chat and you build relationships easily.
• People enjoy being around you because you are genuinely happy and make them feel good about themselves. You smile – a lot!.
• You are technical. You love experimenting with new gadgets like phones and laptops. Your friends and family are always asking you to fix their computer or set up their email. You don’t mind this because you enjoy working with tech anyway. You may even have built a couple of databases or cut some HTML at college.
• You can be professional when you need to be, and get a kick out of doing a good job and making others happy..
• You don’t need constant supervision – you are fun, but you are also a grown up.
• You find it easy to make people understand what you mean, both in writing and when chatting.

The Role 

As a Customer Support Engineer you will:

• Become an expert user of our platform and all associated apps.
• Work with our customers to resolve a broad range of technical issues they might experience when using our mobile ticketing platform (mobile apps and web apps
• Dig into server logs or examine basic code to diagnose and troubleshoot issues.
• Assist with configuring new clients, getting them set up on our platform.
• Communicate, communicate, communicate. This should be second nature to you.
• Manage incidents from when they are logged all the way to when they are closed, with a happy customer on the other end.
• Create and maintain a knowledge base as well as other technical reference materials to help make our lives easier.
• Be a voice of the customer, helping us to understand their pain points.
• Sometimes participate in our on-call rotation during critical launch and go-live periods

This is an entry level role, however any relevant experience in a customer facing or technical role would be extremely advantages.

How to Apply

APPLICATIONS FROM RECRUITERS WILL BE REJECTED

Please send a copy of your CV and a brief cover note (see below) with the subject: “I am applying for: “Customer Technical Support Engineer” to tech-jobs@masabi.com.