Territory Enterprise Account Executive - West (Southwest)
Kong Inc.
CloudOpen Source
Technical Support Executive – Subject Matter Expert
Benefex
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £29,000 - £31,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Provide first line support for any queries received from internal teams, customers or resellers regarding platform related issues
- Diagnose and troubleshoot issues with platform
- Escalate unresolved issues to appropriate internal teams (e.g. technical support consultants, developers or product manager)
- Document issues, solutions, and resolutions in the ticketing system
- To replicate and analyse reported issues to ascertain the nature of the issues and action required.
- To work with the development team to identify solutions to reported problems so that a technical fix can be applied to resolve the issue.
- To become an employee benefits web platform specialist providing advice and support to platform users.
- To maintain system & release documentation for customers to enable them to use the platform effectively.
- Assist with maintaining technical and support procedure documentation so that the support process can be consistently followed by other staff.
Requirements
- Interest in tech - you need to be passionate about tech and keen to learn!
- Any experience in technical support roles would be ideal but not required, we can train you up.
- Customer focused – experience working in a technical environment and/or customer support role
- Communication - you'll be able to communicate technical concepts to a non-technical audience
- CRM Experience - we use 2 CRM systems (Salesforce/Service Cloud and FreshDesk), so it would be advantageous to have experience using these, but any CRM ticketing system is a plus
- Resilience - being able to deal with setbacks and complications in a calm manner, while also ensuring customers are kept abreast of any issues
- Employee Benefits knowledge – employee benefits knowledge is by no means essential but any understanding of employee benefits or financial services is a big plus
