Job Overview:
Diagnosing, investigating & resolving incident tickets in accordance with priority whilst providing consistent and high-quality service, the role of a second line support engineer at Veeqo is to provide technical resolution to escalated support tickets, and to support the rest of the team/company with technical queries. Veeqo’s customers raise queries to our first line agents who provide phone, email and live chat support. Where these queries or issues require a detailed technical investigation, they will be passed to second line engineers who can conduct a thorough review and ultimately resolve or escalate accordingly. A Second Line Support Agent will also identify chronic system issues, provide process improvements and recommendations, develop internal documentation, and contribute to a team environment.
Our Expectations:
The ideal candidate will be high energy, and solution focused with a real customer focus. We are seeking demonstrable logical thinking and analytical skills, with the ability to relate technical issues to customer outcomes and business processes. Willingness to work to high performance targets as well as an inquisitive and improvement based approach to work are critical competencies for this role. Able to deal with pressure and satisfy complex technical issues even in the most challenging of environments, our first line support can prioritise tasks to maximise customer satisfaction. Our team members are expected to maintain a positive and professional demeanor, always portraying the company in a positive light and effectively managing sensitive issues.
Skills and Experience:
The successful candidate:
- Has demonstrable experience in at least one coding language (Ruby or SQL a bonus)
- Has at least a base knowledge on the fundamentals of software development and APIs
- Is a keen problem solver, able to quickly understand the issue and use all tools available to hypothesis, diagnose and solve.
- Has the ability to learn quickly through a variety of formats.
- Has the ability to embrace change with flexibility.
- Demonstrates excellent prioritisation and time-management skills and the ability to work independently while using departmental resources, policies and procedures.
- Business acumen in areas of e-commerce and retail is advantageous
- Previous experience of working in a Support Desk environment and the use of associated Support Desk software & processes would be an advantage
Benefits
• 33 days annual leave (including national holidays)
• Private medical and dental options
• Life Insurance
• Flexible working
• Apple Macbook Pro laptop