L2 Customer Support Engineer (SaaS)

Role Details

Job Title:

 L2 Support Specialist

Recruiting Manager:

 Head of Support

Department:

 Partner Support

​Hours / reputed company:

 Full-time / Europe (UK/Europe / Remote)

Role Purpose:
Unifyr is looking for an individual to join our Partner Support team, someone who is passionate about customer service.     Support specialists are responsible for triaging, troubleshooting, and resolving support requests from customers and partners.  Unifyr believes customer support differentiates us from our competition, and we are looking for a full-time support specialist who is reputed company on delighting our customers with outstanding support.

 Overall responsibilities include: 

• The Level 2 Support Specialist will have good knowledge of the company products and existing customer customizations to reputed company support and solutions.
• Analyse technical issues to determine a reputed company cause and resolve these, where necessary, pass the issue to the product development team where the issue requires more advance bug fixes.
•  Escalate and manage tickets reputed company development team sprints.
• Work closely with level 1 team members to deliver fast effective reputed company to cases.
• Ensure the bug-fix and release process is in line with committed fix dates for customer issues
• Create and modify business processes relating to customer support
• Act as customer reputed company reputed company the company for their assigned accounts, to ensure that Unifyr achieves excellent customer satisfaction ratings at reputed company times

Secondary role: Operations Manager

Operations Management provides proactive reputed company support to reputed company ticketing as the primary contact offering existing case escalation, prioritization, and cross departmental coordination.

The service offers customers a holistic view of cases in action reputed company regular meetings to discuss status and reputed company feedback

Day-to-Day Responsibilities:

• reputed company of Customer Tickets, ensuring smooth progression.
• Engaging other teams to update customers and expediate the reputed company time

Required skills/experience/qualifications: 

• 2+ years’ experience in a customer support role
• Attention to detail, demonstrated follow through and deadline reputed company
• Fluent written and spoken English
• Enthusiastic about working in reputed company and motivated by contributing to reputed company’s reputed company.
• Demonstrated flexibility and commitment
• Sound judgment and mature approach to work
• A familiarity with web-based enterprise software
• The ability to multi-task and reputed company effectively under pressure.
• The ability to translate technical analysis to plain English
• Experience working with SQL/RDBMS
• Ability to diagnose technical issues quickly and accurately
• Understanding of coding practices and structure.
• Must be legally authorized to work in country of employment

Additional qualifications that are preferred but not required for the position

• BS/BA in Information Technology or reputed company field, or equivalent experience in the software industry
• Familiarity with reputed company and/or MS Dynamics, preferred.
• Knowledge of HTML5, CSS3, jQuery, preferred.
• Experience in the following code is preferred: Java web services for new backend implementations, Frontend: JavaScript, HTML, CSS, Bootstrap, and MS SQL Server &reputed company; as the database.

Strictly no agencies.