OneFile is looking for someone with a methodical approach to problem solving to join our team as an Application Support Engineer. This is a new role within the business, so it’s an exciting opportunity to champion the escalation and triage processes. The Application Support Engineer will work closely with our customers, our amazing customer support team, and our in-house development squads. They will troubleshoot customer raised problems, maintain communication with our customers throughout and help achieve faster resolution.
This is a great opportunity to learn about OneFile products with plenty of career progression available.
Responsibilities:
- Triage, investigate and troubleshoot customer support issues
- Investigate, analyse and problem solve problems using SQL and other diagnostic tools and methodologies
- Liaise with development squads to solve problems and find short and long term solutions
- Maintain communication with customers regarding escalated issues
- Manage customer expectations around escalated issues and work with the Technology team to resolve them
Knowledge, Skills & Behaviours:
- Strong analytical, troubleshooting, and diagnostic skills
- Advanced T-SQL skills and experience to support debugging and data fixes
- Ability to read and debug .NET development languages (VB.net, C#) and desire to expand knowledge and skills
- Knowledge of API’s and how to interact with them (postman)
- Strong customer service ethos
- Application support experience
- Ability to work well as an individual and as part of a team
- Excellent written and verbal communication skills
- Existing knowledge of OneFile products (desired, but optional)
Success Measures:
- Escalation deflection
- First contact resolution
- Average resolution times
- Internal quality ratings
- Customer satisfaction
- Customer feedback
