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Customer Operations Engineer

Ref: 74756

  • 45,000-65,000
  • 10 Sep 2021
  • Dublin (Central)
  • Permanent

Customer Operations Engineer

Our client, a Dublin-headquartered international fintech company are looking to recruit a Customer Operations Engineer on a full time and permanent basis, working on-site.

We are looking for someone with engineering or web development experience that wants to be a part of creating truly exceptional customer experience. 

We’re looking for a Customer Operations engineer to join the Dublin HQ team in this full time onsite position. This is a very hands-on, technical role, that is much broader than a typical ticket-based support position. The Customer Operations Engineers partner with customers to tackle the challenging technical issues they face in innovative ways. In this role, you will be directly responsible for helping people troubleshoot and use the company platform, diagnose and report problems they have, and serve as the bridge between customers and the product teams.

Key Responsibilities 

  • Debug complex issues with an understanding of both their own codebase and the many technologies employed by the customers
  • Communicate in a timely and professional manner with external customers
  • Take full ownership of complex customer issues, keeping the customer informed and satisfied
  • Influence the direction of the product through clear and professional communication with customers and consistent collaboration with the product team
  • Review, analyse, and evaluate business systems and user needs,
  • Define and contribute to customer facing company knowledge base, writing/updating articles where needed to improve overall customer support satisfaction.
  • Aid in managing the customer community site, actively engaging with customer via different channels, keeping customers updated and satisfied
  • Create and present training as required to inform internal teams/customers of product improvements and updates.
  • Escalate incidents to others within the operations department and follow up to ensure timely feedback to customers.
  • Manage internal and external support sites, keeping them update and reviewed on a regular basis
  • Perform daily checks on business critical systems
  • Resolve any internal support requests relating to internal systems usage or issues
  • Report on customer ticketing and activities
  • Maintain & monitor standards, controls, processes and solutions, to minimise business and IT risk 
Expectations
  • Support remediation of incidents and provide details to root causes where appropriate
  • Define and continuously improve on customer facing processes and policies
  • Solve technical problems for customers on a daily basis to defined SLAs

Experience/Requirements 

  • Computer Science or related degree or 2-3 years working in technical customer support or operations related field
  • Previous experience with problem solving in troubleshooting environments
  • Relevant experience with external technical customer support
  • Strong analytical and problem solving skills with attention and focus on detail
  • Experience in Agile and Scrum methodology
Preferred skills 
  • System Administration
  • Good understanding of networking
  • Ability to articulate technical concepts to non-technical audiences and customers
  • Strong understanding of cloud concepts and platforms
  • A basic knowledge of Kubernetes.
  • Excellent problem solving and troubleshooting skills
  • Ability to go beyond help articles and understand the technical system to resolve customer queries.
  • Knowledge of ITIL desirable.
  • Knowledge of Zendesk administration desirable
  • Knowledge of Jira/Confluence admin and workflows desirable.

Remuneration Package

€45,000 to €65,000 dependent on experience 
Contact

For more information, on this role or other similar IT roles please contact Sarah Mac Nulty on ph:015927876, email me or click on the Apply button below!