SilverRail - Associate Support Engineer
Requirements
• One to three years of hands-on customer technical support experience • Experience with JIRA or a similar ITSM tool • Strong customer support skills and ability to manage customer satisfaction of large enterprise customers. • Working experience of the rail industry, including rail booking and ticketing systems. • Experience with deciphering API flows, transactions and messaging. • Experience implementing APIs with partners. • Issue management, proactive and reactive problem resolution experience. • Experience producing and delivering training and documentation materials. • Team-oriented with an ability to build and maintain strong inter-team and inter-departmental relationships. • Knowledge of SQL is a plus. • Experience in delivering SaaS is a plus • Fluency in multiple languages is a plus • Strong attention to detail, and ability to be analytical and process oriented. • Effective communication, time management and problem-solving skills. • Self-starter with ability to multi-task in a high-pressure, fast-paced, fast growth environment.
Responsibilities
• Manage, administrate and resolve customer issues via Jira tickets, working within defined KPIs and SLAs • Review XML and JSON logs to identify customer issues and understand their workflows • Reproduce functional problems for Development teams to investigate • Support customers in the implementation and use of SilverRail products, providing high-quality responses to questions and issues • Create and deliver internal documentation to address common areas of concern • Monitor SilverRail services for abnormal behaviour and intervene as necessary to prevent impact to customer service • Engage additional internal and external resources as appropriate to resolve issues. • Communicate effectively and in a timely fashion with all relevant customers.
Benefits
• We are an accredited flexible company, utilising a hybrid working model, providing equipment for home working alongside one or two monthly visits to our beautiful central London office. • We offer a highly competitive benefits package including private healthcare and rail discounts. • We provide a wealth of career development opportunities with training that is individual, focused on improving your skills and helping you become the best professional you can be. • Our team’s health and wellness is genuinely important to us, so we offer a number of wellbeing subscriptions including membership to the #1 leading meditation app. • A unique opportunity to work for a tech company that is helping the environment by revolutionising the way we travel. • Our values are simple: Do Good by working for a better tomorrow; Think Big Act Smart by being curious, adaptable and data-driven; and remember that through collaboration we will always be Stronger Together. • Do Good • Think Big Act Smart • Stronger Together • We are a neurodiverse employer and are working hard to improve our recruitment processes, so if there is any way that we can make the recruitment experience better for you then please let us know in your application - all information will be treated as strictly confidential*
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