The opportunity
PCI Pal is in the market for an experienced customer service or technical support engineer to join our team as a Technical & Partner Support Engineer, helping us provide an excellent customer experience in everything they do across the Technical & Partner Support Team. The successful candidate will report to our Technical & Partner Support Manager to ensure we deliver our services to the highest standards for all of our customers. We are looking for someone highly organized with strong problem-solving skills who can help better our Partners and direct customers alike.
Job requirements
- Have technical support experience (1st line required, 2nd line desirable), with experience in the SaaS industry being a particular interest.
- Have an understanding of any of the following technologies with a presence in troubleshooting:
o Networking (IPSec VPNs, Routing, QoS)
o Cloud Technologies (AWS Preferred)
o Web Development (API Integrations, CSS, HTML, JSON)
o VoIP Technologies (SBC’s, Wireshark) - Are tenacious in your problem-solving and are determined to see issues through to completion and ensure we never make the same mistake twice.
- Can build strong relationships and credibility with customers, Partners and internal teams.
- Are happy to work flexibly to meet project deadlines and customer expectations
- Are happy to work shift patterns (08:00 – 17:00 and 15:00 – 00:00) and are comfortable with the prospect of these shifts evolving to meet the business in the future.
- Are happy to join an on-call rotation
To understand the full requirements for this opportunity, please read the full job spec.
Primary responsibilities
- Providing first and second-line support to customers by logging, reviewing and resolving technical queries.
- Tackling more complex faults passed up from our First-line support team.
- Create documentation to support new and existing services/processes
- Engaging Partners to lead regular Operation reviews and provide updates on case quality and training needs.
- Managing and actioning alerts that will come in from our different systems across VoIP, Web and Dev Ops.
- Building a knowledge base and improving the resources the team can rely on when assisting our customers.
What we offer
- 25 days holiday, rising to 28 days per annum with length of service
- Medical, dental and optical insurance cover
- An exciting and flexible working environment surrounded by friendly and committed co-workers
- UK: Electric Vehicle Scheme
- “Work from anywhere” 2 weeks per year policy
- Training and development opportunities
- Access to an employee assistance programme and wellbeing support hub
- Team events
- Ad-hoc incentives and competitions
