hyperexponential is hiring a
Junior Customer Support Engineer, United Kingdom
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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
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