Technical Support Engineer

The opportunity

To strengthen the Customer Experience team, we are looking for a Technical Support Engineer to join our Enterprise Asset Performance Management group with demonstrated experience in supporting enterprise software applications.

You will be responsible for the technical support and account management of key European clients, working closely with both internal and external teams to ensure customer success. This will involve tracking and taking ownership of customer issues/queries while managing through to resolution.

We are looking for an individual with a passion for creating an exceptional customer experience. An ideal candidate will have excellent customer service, analytic and account management skills along with understanding of EAM applications.

• Tracking and taking ownership of customer issues/queries and managing through to resolution
• Researching and troubleshooting software issues and providing prompt and accurate customer feedback
• Acting as an advocate for the customer and effectively communicating feedback to and from technical teams dispersed globally
• Organise regular customer meetings and provide status updates to internal and external stakeholders
• Manage and own all aspects of customer success, while maintaining a holistic view of customer satisfaction

• Proven experience working in a Technical Support Engineer or similar role supporting enterprise software solutions.
• Experience of aspects of asset management, maintenance and work management in asset intensive industries; specifically, power generation and transmission, utilities, transportation, mining or public infrastructure. Desirable, but not essential.
• Excellent verbal and written communication skills in English.
• Strong account management.
• Ability to provide an outstanding customer experience for their clients.
• Self-motivated and adaptable.