Customer Support Consultant

Summary

Join Fenergo, a leading provider of Client Lifecycle Management (CLM) software, as a Customer Support Consultant. You will triage and resolve issues related to our software applications, liaising with global client IT teams. Responsibilities include understanding Fenergo products, providing technical support, documenting customer issues, troubleshooting technical problems, identifying software defects, and communicating with customers. You will also contribute to the knowledge base and participate in on-call duties. This role requires experience in technical customer support, a good understanding of SaaS principles and SQL, strong analytical and problem-solving skills, and excellent communication abilities. Fenergo offers competitive benefits, including private healthcare, annual leave, company days, an annual bonus opportunity, a work-from-home setup allowance, and flexible working hours.

Requirements

• Good understanding of SQL and ability to write basic SQL queries to troubleshoot and correct data issues
• Experience working in a Technical Customer Support environment
• Good understanding of SAAS software principles
• Ability to communicate clearly and effectively both verbally and in writing with customers and internal teams
• Strong analytical, problem solving and troubleshooting skills
• Demonstrate Customer focus and empathy
• High level of self-motivation with a strong desire to solve problems and ability to multi-task following priorities and adhering to SLAs
• Ability to maintain self-control and objectivity while defusing stressful customer situations

Responsibilities

• Understanding Fenergo products and their functionality to provide support for our on-premise and SAAS based software, answering functional and technical support queries from our customers and partners
• Working with Fenergo product teams to provide technical support for reported issues with Fenergo’s SAAS using active monitoring solutions available
• Accurately document customer issues, understand customer systems and configuration, identify problems, and recommend solutions
• Develop functional and technical knowledgebase articles through the identification of common support requests
• Troubleshoot technical issues and drive them through to resolution in line with our agreed SLA’s performing debugging procedures and general first level support
• Identify and reproduce customer reported software defects and work with our internal development teams to resolve them
• Establishing the root causes of application errors and escalating serious concerns to the Senior developers. Documenting processes and monitoring application performance metrics. Providing front end support to clients and colleagues in other departments
• Communicate with Customers via phone and email to keep them updated on the progress, managing expectations, and updating status of their tickets
• Work with Project Teams responding to queries raised by client IT Teams via the ticket management system
• Providing software application support under the supervision of the Senior Engineer
• Become a recognised subject matter expert in Fenergo products
• Participate in on-call duties rotation for out of hours Support, and follow the sun of high priority customer incidents
• May be required to travel

Benefits

• Private healthcare cover
• 23 days annual leave
• 3 company days
• Annual bonus opportunity
• Work From Home set-up allowance
• Opportunity to work with clients and colleagues on a global scale for a world leader in Client Lifecycle Management
• Other competitive company benefits, such as flexible working hours, work from home policy, sports and social committee and much more
• Buddy system for all new starters
• Collaborative working environment
• Extensive training programs, classroom and online, through ‘Fenergo University’
• Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies
• Defined training and role tracking to allow you see and assess your own career development and progress
• Active sports and social club