Technical Support Engineer (UK)

Job Description

Do you have a background working with Applicant Tracking Software (ATS)? Are you an experienced customer success superstar with strong communication and project management skills?  We’re looking for a highly analytical, creative problem-solver to join our Customer Support team as a Technical Support Engineer (TSE) where you’ll be responsible for overseeing the success of our global customer base, providing a service experience second to none. As a Technical Support Engineer, you will learn the inner workings of our product suite and serve as a consultative expert on a number of wide-ranging topics. In this role, you will report directly into the VP, of European Revenue but work in tandem with our best-in-class team over at HQ. This is a great opportunity for somebody looking to gain high exposure into a rapidly growing company. If you’re a technically minded individual with a passion for helping customers identify solutions to complex issues, this might be the role for you.

Headquartered in Holmdel, NJ, iCIMS is a high-growth Software-as-a-Service (SaaS) company that was recently named #16 on Glassdoor’s 2019 Best Places to Work list. With multiple locations across the U.S. and around the globe, we are the industry’s #1 recruitment software provider, delivering technology that supports approximately 4,000 contracted customers. Dedicated to maintaining an inclusive, inspirational and innovative work environment, and committed to our consistent growth, we have a wide range of opportunity for career advancement within our organization. Come grow with us—apply today!

 

Responsibilities:
• Provide technical and/or consultative support to customers and support staff regarding iCIMS platform, integration products, and methodologies
• Collect and track information and details of the problem to identify trends and facilitate team improvements
• Troubleshoot and resolve complex support problems
• Troubleshoot customer issues using remote desktop software
• Provide peer-to-peer development
• Interact with customers through phone and email to address and resolve concerns and issues
• Dedicate yourself to the success of the team and report on daily/weekly trends to management
• Re-create and solve customer problems within our Applicant Tracking Software (ATS)
• Re-create, document, and manage examples of software bugs
• Consistently ensures that business is conducted with integrity at all times and that behavior aligns with iCIMS policies, procedures, and core competencies

 

 

Qualifications:
• 2+ years of technical support experience
• 2+ years of software troubleshooting experience
• Must have good working knowledge of Windows/Mac OS and its components
• Understanding of database theory and design
• Strong customer relations skills
• Strong written and verbal communication skill
• Capable of multi-tasking in a fast-paced work environment and displaying excellent time management skills
• Previous experience troubleshooting enterprise environments
• Ability to support team within the 24/5 support structure
• Networking and troubleshooting connectivity, database, and performance-based issues with OS and/or hardware
• Strong knowledge of browser-based technologies
• Experience with system networking, TCP/IP and DNS
• Experience with HRIS, CRM and/or ATS is a plus
• Previous HTML experience preferred
• Previous experience in a SaaS environment preferred

 

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.