hyperexponential is hiring a
Junior Customer Support Engineer, United Kingdom

Summary

The job is for a Junior Customer Support Engineer at hyperexponential. The role involves managing customer support requests, developing technical knowledge of the SaaS platform, acting as a customer advocate, providing on-call support, change management, documentation and reporting, process optimization, and more. The ideal candidate should have 1-2 years of experience in a technical support role or technical degree level education, excellent analytical and problem-solving skills, strong communication and interpersonal skills, a proven understanding of technical concepts, familiarity with customer support tools like Jira Service Desk, awareness of cloud-based infrastructure, a self-starting attitude, and a desire to learn and grow.

Requirements

• 1-2 years of experience in a technical support role would be ideal or technical degree level education
• Excellent analytical and problem-solving skills
• Strong communication and interpersonal skills
• A proven understanding of technical concepts and the drive to continue learning
• A dedication to delivering top-quality customer outcomes
• Familiarity with customer support tools and software, including Jira Service Desk. or similar tools is a bonus
• An awareness of cloud based infrastructure and some of the challenges vs. more traditional physical infrastructure

Responsibilities

• Utilise our Jira Service Desk to manage and streamline customer support requests, providing timely and accurate responses, working closely with our technology and model support teams to provide resolutions
• Develop a passion for and in-depth understanding of our SaaS platform to effectively assist customers and provide valuable insights to the product development team
• Act as a customer advocate within the organisation, communicating customer feedback and insights to relevant teams for continuous improvement
• Be part of our on call out of hours and over weekends support rota. Helping ensure efficient and effective handling of urgent customer issues outside of our core hours
• Supporting with high-risk or out-of-hours customer changes, to help ensuring a smooth and controlled process with effective and appropriate client communication
• Create and help maintain clear and comprehensive documentation for troubleshooting guides, and FAQs
• Help identify opportunities to improve the efficiency and effectiveness of support processes and workflows, with the goal of ensuring timely and effective issue resolution

Preferred Qualifications

A desire to level up, we will do everything we can to help you get to where you want to go – we value anyone passionate about mentoring and helping their colleagues in the process

Benefits

• Competitive salary + very staff-friendly share options
• ��5,000 for individual and group training and conference budget
• 25 days’ holiday plus 8 bank holiday days (33 in total)
• Company pension scheme via Penfold
• Mental health and therapy provision via Spectrum Life
• Individual wellbeing allowance via Juno
• Private healthcare insurance through AXA
• Top-spec equipment (laptop, screens, mechanical keyboards, etc)
• Regular remote hackathons, lunch & learns, socials and games nights
• Team lunches, snacks, drinks fridge, fun office @ The Ministry
• Huge opportunity for personal development and mastery as we grow together!
• Access to resources and tools to excel in your role
• The chance to make a significant impact on our customer support operations