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Location{{:}} Bristol, hybrid (2-3 days/week in office
)Type{{:}} Full-time | Permane
ntTeam{{:}} Global Customer Succ
essReports to{{:}} Regional Customer Success Manager / Team
LeadAre you a proactive and tech-savvy problem solver with a passion for delivering world-class customer support? We're looking fo
r a Technical Appliction Support Specialist to join our growing global team and play a pivotal role in supporting our diverse suite of industry-leading produ
cts.Your Mis
sionAs a Support Specialist, you'll be an experienced in diagnostician with the ability to investigate and resolve complex application problems in bespoke solutions. You will be responsible for delivering exceptional technical support to our global customer base, ensuring low downtime, fast resolution and outstanding service. This is a senior role, suitable for experienced candidates who are driven to sole complex problems and become subject matter expe
rts.What You'l
- l DoUse your strong diagnostic techniques to identify the root cause of the problem, find solutions via fix or workaround advice, or escalate to the Development t
- eam Reacting quickly to customer demands, awareness of ticket priorities, SLAs and customer requirements is second nature to
- youDeliver market leading customer service that always aims to exceed demanding customer SLAs, escalating in a timely and appropriate ma
- nnerEnsure all customer contact and ticket progression is documented in a professional and informative way on the incident management system, enabling cross team collaboration and a consistent customer experi
- enceReplicate customer issues where appropriate to ensure a deeper understanding of prob
- lemsSupport junior members of the team to develop their diagnostic skills and system knowl
- edgeBuild and maintain good customer relationships by attending conference calls where appropriate, without assistance from senior p
- eersProvide lead application support for Gresham products acting as an acknowledged Subject Matter Expert in agreed areas of specialisa
- tionLiaise with senior members of Development, Product Management and Professional Services to drive product improvement and project understan
- dingAs part of a global team, you will primarily be working during UK office hours but will work during US office hours (2pm to 10{{:}}30pm UK time) on a one week in five shift rota
- tion Provide out of hours weekend on-call cover. Current out of hours on-call rota requirement is one week in six and a shift allowance plus overtime is
paidRequire
mentsWhat You
- BringEducated to degree level, or appropriate equivalent professional experience in the workp
- lace Previous experience in a technical application support
- roleAbility to process large amounts of information rapidly, while still identifying the key det
- ails Experience of database technologies such as MySQL; PostgreSQL; Or
- acle Experience with Windows Server and Linux operating sys
- tems Experience of cloud technologies, in particula
r AWSYou'll Excel If
- You Driven to solve pro
- blemsOutstanding diagnostic and analytical s
- killsSelf-motivated and able to work autonomously, while retaining a highly collaborative app
- roachAble to lead on ad-hoc projects and req
- uestsDemonstrable customer service and communication skills, remaining calm and professional even when faced with complex problems or difficult situa
- tionsAble to work proactively as part of a team, manage own workload and progress tickets without su
- pportAble to demonstrate strong verbal and written communication skills, including report writing and delivering presenta
- tionsAble to adapt to a diverse customer base maintaining exceptional levels of customer se
rvice You'll Work Closely
- WithRegional Customer Success Managers and Team
- LeadsCross-functional departments including Product, Development, and
- SalesOur valued customers worl
dwide
