Client Support Engineer

What we are looking for

Full-time, Permanent, Hybrid, £28,000 - £34,000


Looking for a place that supports you to define your role, build your team, and contribute to something innovative? Come and speak to us at Ware [part of the ROCK group].

As a SaaS company set to launch our platform publicly in 2024, we're looking to expand our team with a Client Support Engineer.

In this role, you'll collaborate daily with our Innovation and Customer Experience (CX) team in the lead-up to the platform launch and beyond. You’ll be actively contributing to both the foundational aspects of IT infrastructure and the customer-centric elements of our innovative platform.

So, if you're ready for a role that combines technical expertise with a customer-focused approach, Ware might be the place for you!

Key Responsibilities

On the lead-up to launch:

  • Develop and document departmental processes.
  • Create knowledgebase article, videos and tutorials for client self-service support.
  • Collaborate closely with the development team for QA testing and issue resolution.
  • Actively participate in stakeholder feedback sessions, offering insights from the frontlines.
  • Immerse yourself in the platform's functionalities to ensure top-tier support and knowledge sharing as the team expands.​​​​​​​
     

After the launch, your responsibilities will also include:

  • Addressing client queries and providing technical support via chat and telephone.
  • Adhering to KPIs to manage client commitments within the Service Level Agreement (SLA).
  • Proactively monitoring systems to identify and resolve platform issues.
  • Notifying clients of expected or unexpected outages or system issues.
  • Facilitating the onboarding process for new clients, ensuring seamless adoption of the platform through data importation and manual data entry.

Essential skills & experience

  • Minimum of 2-years’ experience in an IT technical, or software support role [SaaS preferred]
  • Prior experience in software support.
  • Outstanding communication skills, both verbal and written.
  • Detail-oriented, proactive, confident, and ambitious mindset.
  • Ability to quickly understand, troubleshoot, and resolve unfamiliar problems.
  • Experience drafting processes and procedural documentation.
  • Familiarity with relational databases and proficiency in writing queries.

What can we offer you?

  • Flexible working approach 
  • Clear progression path 
  • 25 days annual leave plus bank holidays
  • Enhanced Maternity, Paternity and Adoption pay
  • Paid leave for training
  • Paid charity volunteer days
  • Enhanced Sickness Scheme
  • Annual well-being allowance
  • Employee Referral Programme
  • Employee Assistance Programme
  • 50% off gym memberships + discounted spa treatments
  • Cycle to work scheme
  • Free on-site parking
  • Casual dress code
  • Death in Service

Apply now

Benefits

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Fancy a break? We offer 25 days holiday and bank holidays on top. 

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We offer flexible working hours, and all our employees can take advantage of working from home each week, whilst certain teams are able to work from home full time.

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Our employees are at the heart of everything we do. We offer a wellbeing allowance each year to be utilised on activities that promote mental and physical wellbeing, in addition to a Cycle to Work scheme.

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We offer market-leading training for all of our employees; especially our sales and IT training programmes, which offer particular opportunities to develop skills and progress within the organisation.

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We are unique. Our award-winning culture is employee centric, with exciting cash and bonus incentives, events and team bonding ever present.

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We offer a pension with a market-leading provider; a company sick pay programme including income protection and death in service payment.

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A large number of our team are involved in community initiatives, using work time to make a positive impact on our people, communities and the planet.

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"ROCKstars" is our unique approach to having fun and this is a huge part of our success. We celebrate as many events and occasions as possible and this creates an electric working environment. 

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Promotion and pay is critically important to us. In 2021-2022 our salaries increased by an average of 17.77% and 78% of people were promoted within the first 12 months of starting at ROCK.

© 2024 ROCK. All rights reserved.

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